How Do I Raise a Complaint?
At the Altruderm clinic we are committed to providing a high quality private healthcare service to all of our patients. All clinic staff recognise there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received.
If you feel you wish to discuss an issue or indeed make a complain, we would kindly ask that you bring this to the attention of a member of the clinic staff as soon as possible. Our complaints procedure ensures that your complaint will be death with as quickly as possible and that you will not be discriminated against for making a complaint.
Making a verbal complaint
If you wish to speak to someone about an aspect of the Altruderm healthcare service, please try do so as soon as possible, preferably before leaving the clinic premises or contact the clinic on 0141 370 6201. Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction you can make a form written complaint.
Making a written complaint
All written complaints should be addressed to: Dr. Kieron McDaid, Clinical Director at Altruderm Clinic, Kirkhill House, Building 2, 81 Broom Road East, Newton Mearns, Glasgow, G77 5LL.
Please describe as fully as you can the nature of your complaint stating the following:
- What you are unhappy about
- When the incident took place
- What clinic staff were present at the time.
What happens once my complaint has been received?
Your complaint will be acknowledged in writing within two working days of receiving the letter, unless a full reply can be sent to you within five working days.
We will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue(s). You will receive a full written response within twenty working days of the complaint being received.
If a full response cannot be given within twenty working days of receving your complaint, we will write to you to explain the reason for the delay and agree a further timescale. You will receive a full written response within five working days of a conclusion being reached.
What if I want to speak to someone not directly involved in my care?
If you prefer to speak to someone not directly related to your care, or you are unhappy with the outcome of your complaint you may wish to contact Healthcare Improvement Scotland (HIS), the organisation that regulates Altruderm as an independent healthcare provider in Scotland. You can contact HIS directly at any time to make a complaint. The address is Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh, EJ12 9EB, Tel: 0131 623 4300.
Please be assured that Altruderm will deal with all complaints confidentially and following investigation will consider making changes to the independent healthcare service to improve the service on offer to all patients.