How to Lodge a Complaint
If you have any concerns, you can direct your complaint to our owner, Heena Vora. If you’d like, you can also schedule an appointment to discuss your concerns directly.
Should a patient voice a complaint over the phone or at our reception desk, we will listen to their concerns and offer to connect them with our co-owner immediately if available. Our staff member will gather brief details of the complaint and pass them on. If we are unable to arrange this promptly or if the patient prefers not to wait, we will make arrangements for someone else to handle the matter.
In the case of written complaints, the letter will be handed to the Owners. We will promptly acknowledge receipt of the patient’s complaint in writing, typically within three working days. Our goal is to provide a comprehensive written response as soon as possible, offering an explanation of the circumstances surrounding the complaint. If the patient chooses not to meet in person, we will attempt to address their concerns over the phone. If the investigation into the complaint takes longer than expected, the Owner will make contact with the patient at least every 10 working days to provide updates on any delays, the progress of the investigation, and the expected completion date.
Following the completion of our investigation, we will communicate our decision in writing.
What to Do If You Are Dissatisfied with the Outcome
If you remain dissatisfied with the outcome of our internal procedure, please contact us and we will inform you of the next steps.
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