top of page

How to Raise a Concern or Complaint
A guide for patients

Our Commitment

​

At The Menopause Specialists, we are committed to providing safe, compassionate and high-quality care. We value all feedback from our patients and welcome comments, compliments, concerns and complaints.

Your feedback helps us understand what we do well and where we can improve. We are committed to treating everyone fairly, respectfully and with empathy.

​

Making a complaint will not affect the care or treatment you receive from us.

​

Giving Feedback

Many concerns can be resolved quickly and informally. If something has not met your expectations, we encourage you to let us know as soon as possible.

​

You can:

  • speak to a member of our team

  • email us

  • write to us

  • ​

We will always aim to resolve concerns promptly wherever possible.

​

How to Make a Formal Complaint

If you wish to make a formal complaint, please contact us in writing.

Please include:

  • your full name

  • your date of birth

  • a description of your concern

  • the date(s) involved

  • the names of any staff members involved

  • what outcome you are hoping to achieve

​

Please send your complaint to:

FAO: Management team
The Menopause Specialists

Email: info@menopausespecialists.com

Telephone: 01482 786222

​

Or by post:

Haslemere Clinic
The Menopause Specialists

Grayswood road

GU27 2DE

​

​

What Happens Next?

​

Acknowledgement

We will acknowledge your complaint within 14 working days of receiving it.

Where possible, we may contact you to discuss your concerns further to ensure we fully understand the issues you have raised.

​

Investigation

​

Your complaint will be investigated fairly, objectively and confidentially by an appropriate member of the management team.

​

Where the complaint concerns clinical care, an appropriately qualified clinician may also be involved in the investigation.

If the complaint involves the person who would normally investigate, another suitably qualified individual will oversee the investigation to avoid any conflict of interest.

​

Our Response

​

We aim to provide a full written response within 28 working days.

If our investigation takes longer than expected, we will keep you informed of our progress and explain the reason for the delay. We will provide updates at least every 7 working days until the investigation is complete.

Our response will explain:

​

  • what we investigated

  • our findings

  • whether your complaint has been upheld in full or in part

  • any actions we have taken

  • any improvements made as a result of your feedback where appropriate

​

If You Remain Dissatisfied

​

If you are unhappy with our response, you may request that your complaint is reviewed by the Registered Manager or another senior person who has not previously been involved in the investigation.

Please make your request within six months of receiving our final response.

​

The review will consider:

  • whether the complaint was investigated fairly

  • whether all relevant information was considered

  • whether the response addressed the issues raised

  • whether any further action is required

We aim to respond to the review within 28 working days.

​

Learning from Complaints

​

Every complaint is an opportunity for us to improve.

We regularly review complaints alongside patient feedback, incidents and audits to identify trends, improve our services and reduce the likelihood of similar issues occurring in the future.

Confidentiality

All complaints are handled confidentially and in accordance with our Information Governance and Data Protection Policy.

Information will only be shared with those involved in investigating or resolving your complaint.

​

If Your Complaint Relates to a Healthcare Professional

​

If your complaint relates to the professional conduct or fitness to practise of an individual healthcare professional, you may also contact the relevant professional regulator.

​

Examples include:

  • the General Medical Council (GMC)

  • the General Pharmaceutical Council (GPhC)

  • ​

Our team can provide further information if required.

​

Contact Details

Practice Manager
The Menopause Specialists

Email: info@menopausespecialists.com

Postal Address:

Haslemere Clinic
The Menopause Specialists

Grayswood road

GU27 2DE

​

Thank you for taking the time to provide your feedback. We value every opportunity to improve the care and service we provide to our patients.

 

 [

bottom of page