Complaints Policy

City Centre Medical

Version Date: January 2026


Purpose of Policy
 

The purpose of this document is to define the process, management, and resolution of patient complaints. This procedure applies to all patients who have accessed services directly or indirectly, including third-party referrals.
At City Centre Medical, patient satisfaction and safety are of the utmost importance. If patients are dissatisfied with any aspect of the service provided, their concerns can be raised and will be addressed in a professional and timely manner.

 

Policy Statement and Aims

City Centre Medical aims to ensure that:

  • Dissatisfaction or a complaint following any consultation, procedure, or interaction with the  clinic can be raised by phone, email, or in writing.

  • Complaints will be acknowledged and investigated within 48 hours of receipt, or at the    earliest appropriate time.

  • Patient information will be recorded in accordance with professional standards and relevant regulatory codes (e.g., GMC, NMC).

  • Patients will be treated with respect and their concerns taken seriously.

  • Complaints will be investigated promptly, thoroughly, and transparently.

  • Apologies will be issued where appropriate.

  • The desired outcome of any complaint is a fair and effective resolution.

  • Staff involved in the complaint will be provided with the appropriate level of support.

  • Following an investigation, a summary of findings will be produced, including appropriate actions by management if required.

  • If a complainant is dissatisfied with the outcome of the internal investigation, concerns may  be raised at any time with the healthcare regulator.

 

Raising a Complaint

Complaints can be submitted to City Centre Medical:

  • Email: contact@citycentremedical.co.uk

  • Phone: [insert clinic number]

  • In writing: [insert clinic address]

 

Escalation to Regulator

If you remain dissatisfied with the outcome of your complaint, you may contact:

Healthcare Improvement Scotland

Independent Healthcare Team

  Gyle Square

  1 South Gyle Crescent

  Edinburgh, EH12 9EB

  T: 0131 623 4342

  E: his.ihcregulation@nhs.scot


Healthcare Improvement Scotland is the regulator for independent healthcare services in Scotland and may accept complaints at any stage.

 

Scope

This policy applies to all patients receiving treatments or services at City Centre Medical.

 

Procedure

Complaints will be:

  • Addressed and documented with the patient concerned

  • Recorded with date and signature

  • Followed by a clear plan of action to ensure resolution

 

Responsibilities

The clinic owner/practitioner has overall responsibility for:

  • Evaluating each complaint individually

  • Monitoring trends to identify recurring issues

  • Ensuring compliance with professional standards