Complaints Procedure
HSFC aims to provide you with the highest standards of clinical and personalised care.
It is always our priority to address our patients’ concerns promptly and ensure you feel supported and will endeavour to resolve any concerns informally and in a stress-free manner to help you on your patient journey.
We are always looking for ways to improve, and value your compliments, comments, concerns, and complaints about all aspects of our service.
If, at any time, you feel that you have cause to be dissatisfied with any aspect of your care, please do not hesitate to discuss with a member of staff who will try to deal with the issue raised promptly and to your satisfaction.
If the staff member is unable to help you, he/she will refer you to the clinic’s general manager or director. Should a discussion with the director or general manager not be satisfactory, we request you to submit a written complaint to the clinic Operations Manager, (you may prefer to e-mail your concerns to lucy@hsfc.org.uk and it will be passed on to relevant personnel for investigation.
Any written complaint will be formally acknowledged within 3 working days and a detailed response will be sent within 28 working days. If you are not satisfied with the response from our Clinic or you wish to speak to someone outside, you may contact:
Care Quality Commission (CQC)
CQC National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Email: enquiries@cqc.org.uk
Human Fertilisation and Embryology Authority (HFEA)
10 Spring Gardens
London
SW1A 2BTel: 0207 291 8200
Fax: 0207 291 8201