NOWMED Medical Centre is committed to providing your company with the highest quality independent healthcare service to all patients. We recognise that there may be occasions when patients may wish to complain about some aspect of the service which has been offered or received. If you feel you wish to discuss an issue, or make a complaint, then we kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.
Verbal Complaints
Verbal Complaints If you wish to speak to someone about an aspect of NOWMED Medical Centre patient services, please try to do so as soon as possible so that our Staff can make every effort to resolve your complaint as quickly as possible. Should your concerns not be resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
Written Complaints
All written complaints should be addressed to Mr Anwar Hassen Alladuth at the address below: NOWMED Medical Centre Charter, 450 High Road London, IG1 1UF Please describe the nature of your complaint in as much detail as possible stating the following information:
Stage 1:
Your complaint will be acknowledged in writing within three working days of receiving the letter, unless a full reply can be sent to you within five working days. NOWMED Medical Centre will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty working days of the complaint being received. If a full response cannot be given within twenty working days of receiving your complaint, NOWMED Medical Centre will write to you to explain the reason for the delay. You will receive a full written response within five days of a conclusion being reached.
Stage 2:
If you are not happy with the conclusion of your complaint or how your complaint was handled in stage 1 you can contact Mr Hassen Alladuth at the above address. Your complaint will be acknowledged in writing by Mr Hassen Alladuth within three working days of receiving the letter, unless a full reply can be sent to you within five working days. NOWMED Medical Centre will carry out a full investigation of the nature of your complaint and will offer to meet with you in order to resolve the issue. If a full response cannot be given within twenty working days of receiving your complaint, Mr Hassen Alladut will write to you to explain the reason for the delay. You will receive a full written response within five days of a conclusion being reached.
Stage 3:
Should you still not be happy with the overall outcome of stage 2, then you have the right to escalate the complaint to ISCAS (Independent Healthcare Sector Complaints Adjudication Service):Independent Sector Complaints Adjudication Service
70 Fleet Street
London
EC4Y 1EU
T: 0207 536 6091
E: info@iscas.org.uk
www.iscas.org.uk