Complaints Procedure
Complaints by email should be sent to meltem@gastricturkey.co.uk. detailing the below information
For reasons of data protection and patient confidentiality, we will only acknowledge receipt of the complaint by email. Response/s will be sent in writing by email where possible, but may also be sent via post, and so the patient’s address will be required. We may also require further information for verification purposes.
Complaints from an authorised representative can only be accepted with the written consent of the patient concerned.
A written acknowledgement will be sent within 3 working days
We will undertake an immediate investigation into the comments provided and, once all relevant medical records and reports have been compiled, we will carry out a review. It may also be necessary to take advice from other clinic specialits within Gastric Turkey.
On completion of the investigation review, the complainant will receive a letter, within 20 working days of receiving the complaint. (This timescale does not include Weekends or Bank Holidays). This letter will contain a full written account of the outcome of the investigation, an apology for any deficiencies, and an explanation of remedial action taken.
On any occasions when a written response cannot be provided within this timescale, we will inform the patient of the status of the complaint at a minimum of 20 working day intervals and aim to reach a timely conclusion.
A complaint should be made as soon as possible and within 2 months of the date of the event, which is the subject of the complaint, or as soon as the matter first came to the attention of the complainant.