Complaints policy

How we will deal with your complaint

We pride ourselves in delivering excellent service, however, should you be dissatisfied and wish to raise a concern; we will endeavour to resolve your dissatisfaction in accordance with our complaint’s procedure. 

If you wish to make a formal complaint against NE HEALTH AND TRAVEL CLINIC it must be made in writing by letter and you should send it to: 

Manager, 

NORTH EAST HEALTH AND TRAVEL CLINIC

165 STRATHMORE CRESCENT,

Fenham, 

Newcastle Upon Tyne,

NE4 8UA

Alternatively you can email: info@nehealthtravel.com

Complaints sent in by email will be acknowledged but all future responses maybe dealt with in writing only. Once we have received your complaint it will be dealt with in accordance with the following 3 step procedure.

Stage 1

You will be sent an acknowledgement within two working days of receipt of your complaint. If we are unclear as to any aspect of the issues you have raised with us, we may ask you for additional information or clarification in order to investigate the matter further. If we do not receive clarification within 20 working days, we will be unable to review the complaint and the case will be closed.

Stage 2
The Manager will review your complaint and a full reply will be sent to you within 20 working days. You may respond in writing to the response. Email responses will be acknowledged but all responses from NE HEALTH AND TRAVEL CLINIC will be in writing by post or email.

Stage 3
If you are dissatisfied with this response, you can refer your complaint in writing to the Director. All aspects of the complaint will be reviewed and a response sent to you within a further 15 working days. If you remain unhappy with the final response your next step is to seek independent legal advice.

Timeframes
In some circumstances, for instance where the case is particularly complex, it may take longer to review your complaint than the timeframes indicated at any particular stage above. If we think this is likely we will write to you with a revised timescale at the earliest opportunity. 

We comply with the CQC Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16.- management of complaints. All patient satisfaction information is monitored through our Clinical Governance process and used to improve practice.