VIEW COMPLAINTS PROCEDURE
Our team are committed to ensuring that you have the best care available during your visit to our clinic. We welcome all feedback, including complaints, from our customers. We aim to ensure that all complaints are investigated thoroughly, and satisfactorily resolved and we view them as a valuable source of information about our services, which help us to learn and continuously improve.
If you have any comments, either positive or negative, please speak to a member of staff. Verbal complaints are recorded and acted upon, but do not necessarily require a formal written response. Should you have any concerns regarding any aspect of your care we would ask that you discuss these in the first instance with the clinician responsible for your care. If you have concerns from a customer care perspective, please contact our Fertility Care Coordinators. Should any issues remain unresolved following this step we would ask you to please to put these concerns in writing to our Quality & Compliance Manager at the following address:
Quality & Compliance Manager
Reproductive Health Group
Centre for Reproductive Health
We will acknowledge receipt of your letter within five working days. We will then begin an investigation into the issues raised and will contact you back within a further 21 working days. You have the right to complain directly to Human Fertilisation & Embryology Authority (HFEA). The Care Quality Commission (CQC) would also like to hear about any aspects of your treatment or the clinic facilities. For your information the address of these bodies are as follows:
Human Fertilisation & Embryology Authority
10 Spring Gardens
Care Quality Commission
Newcastle upon Tyne
The CQC and HFEA review records of complaints during inspections of Reproductive Health Group and in some cases complaints may need to be reported to these bodies.
Any positive feedback would also be extremely valuable to us. Your comments can be made verbally or in writing to any member of staff.