Complaints and Feedback
At Windsor Cardiac Clinic, we welcome feedback, comments and complaints. We take your concerns seriously and use them to help us improve the care and services we provide. We aim to resolve concerns promptly, fairly and openly. Raising a complaint will not adversely affect your care or treatment.
How to raise a concern or make a complaint
You are welcome to speak to us about any concerns you may have. If you would prefer to make a formal complaint, please contact our Registered Manager by email at pa@windsorcardiacclinic.co.uk.
You may also raise your concerns verbally with a member of our team. We will explain the complaints process and help you access it if you need assistance.
Please provide as much information as possible about your concern, including relevant dates, what happened and how you would like us to address the matter. If you are making a complaint on behalf of someone else, we may need to confirm that you are authorised to do so.
We ask that formal complaints are made within six months of becoming aware of the event concerned. If you are unable to complain within this period, please contact us to discuss your circumstances.
What happens after you complain?
1. Acknowledgement and initial contact
The Registered Manager will contact you within seven working days of receiving your written complaint to acknowledge your concerns and explain the next steps.
2. Investigation
Your complaint will be reviewed carefully and investigated proportionately, taking into account the nature and complexity of the issues raised. We may contact you for further information if needed.
Where a formal investigation is required, we aim to complete it and provide you with a response within 30 working days.
If we cannot complete the investigation within this period, we will let you know in writing, explain the reason for the delay and provide an indication of when you can expect a full response. We will keep you informed of significant developments.
3. Our response
We will explain the findings of our investigation, address the concerns you have raised and, where appropriate, outline any actions we will take to put matters right or improve our services.
What if you are not satisfied with our response?
If you feel that our response has not fully addressed your concerns, please contact the Registered Manager again. We will consider whether any further investigation or clarification is appropriate and explain the options available to you.
If you remain dissatisfied after our internal complaints process, you may be able to seek an independent review through the Independent Sector Complaints Adjudication Service (ISCAS), subject to its eligibility requirements and Windsor Cardiac Clinic’s participation in the scheme.
Independent Sector Complaints Adjudication Service (ISCAS)
CEDR
3rd Floor
100 St Paul’s Churchyard
London EC4M 8BU
Website: iscas.cedr.com
Email: info@iscas.org.uk
Telephone: 020 7536 6091
You can also contact the Care Quality Commission (CQC) to share concerns about the quality or safety of care. The CQC regulates health and social care services in England but does not investigate or resolve individual complaints on behalf of patients.
Website: www.cqc.org.uk
Our commitment to you
We will treat your complaint with respect, handle it sensitively and maintain appropriate confidentiality. We will investigate concerns fairly, learn from the findings and take appropriate action where improvements are needed.
If you require assistance to make a complaint, please let us know so that we can discuss how best to support you.