Comments and Complaints
Comments
Feedback and comments from patients and their families are very important to us. They help us to improve the services we provide and the way in which we provide them. Sometimes patients feel that the service we deliver and the manner in which we operate could benefit from a slight change.
We encourage patients, their carers and others who visit us to speak up if they think we could improve on something we do. All patients are asked to complete a very short comment card when they attend the clinic, and a full survey once treatment is complete.
Complaints
We consider a complaint to be much more serious than a suggestion or a comment and will deal with them in a more formal manner for this reason. A complaint is usually when a patient or visitor is not happy with the way in which they have been treated or the way in which we have delivered our services. For a complaint to be dealt with through our formal complaints process, we need to be told about the complaint and the reasons for making the complaint.
Because we are required by law to formally act upon a complaint, we must be able to contact the complainant and provide feedback within 20 working days. We have a process whereby complaints are dealt with swiftly and we aim to respond formally to all complaints within 5 working days. Where more time for a formal investigation is required, we will inform the complainant of this.
Our commitment is to always investigate all complaints courteously, sympathetically, objectively, expeditiously and thoroughly, with a view to obtaining information that results in an honest and balanced resolution to the problem. We aim to provide a rapid response and appropriate reassurance for all those involved in a complaint.
If you have been a patient or a visitor to SCRUK and would like to make a comment or complaint about our service, please contact the Head of Clinical Services on 0203 219 5200 or via email: enquiries@sarahcannonresearch.co.uk.