Complaints Policy
Our Commitment
At The Menopause Partnership, we are committed to providing high-quality, compassionate and evidence-based care. We value feedback from our patients and believe that listening to concerns helps us continually improve the service we provide.
If you are unhappy with any aspect of your care or experience, we encourage you to let us know. We will listen carefully, investigate your concerns fairly and respond openly and respectfully.
Making a complaint will not affect the care you receive from us.
How to Raise a Concern or Complaint
If you have a concern, we encourage you to contact us as soon as possible so that we can try to resolve it promptly.
You can contact us by:
Email: hello@themenopausepartnership.co.uk
Where appropriate, we may offer to discuss your concerns by telephone, video consultation or in person.
If your complaint relates to your clinical care or treatment, we may recommend arranging a review appointment so that your clinician can fully assess your concerns before responding.
How We Will Handle Your Complaint
When you raise a complaint, we will:
- Listen carefully to your concerns.
- Treat you with courtesy, respect and confidentiality.
- Investigate your complaint objectively and without prejudice.
- Keep you informed throughout the process.
- Explain our findings clearly.
- Apologise where appropriate and acknowledge when our service has fallen below the standard we expect.
- Identify any learning or improvements arising from your feedback.
Our aim is to resolve concerns as quickly and fairly as possible.
Complaint Investigation
Depending on the nature of your complaint, we may:
- Review your medical records.
- Speak with the clinician involved in your care.
- Review relevant correspondence and documentation.
- Consider our policies, clinical guidance and professional standards.
- Contact you if we require further information or clarification.
If appropriate, we may invite you to discuss your concerns directly with one of our clinicians.
Response Times
We aim to acknowledge complaints within two working days of receiving them.
We will investigate your complaint and aim to provide a full written response within 30 working days.
If our investigation is likely to take longer, we will explain why and keep you updated on our progress.
Clinical Records
All complaints are documented securely within your medical record in Cliniko, our clinical record system.
Complaint records are handled confidentially and will only be accessed by those directly involved in investigating or responding to your complaint.
Your personal information will be managed in accordance with UK data protection legislation and our Privacy Policy.
Learning from Complaints
We view complaints as an important opportunity to improve our service.
Where appropriate, concerns raised may lead to:
- Changes to our policies or procedures.
- Additional staff training.
- Improvements to patient information.
- Review of our clinical processes.
Any learning will be shared within the practice where appropriate to help improve patient care.
If You Remain Dissatisfied
We hope we can resolve any concerns directly with you. If, after receiving our final response, you remain dissatisfied, you may wish to seek independent advice or contact the appropriate regulatory or professional body where applicable.
Contact
The Menopause Partnership
Email: hello@themenopausepartnership.co.uk
We are committed to handling every complaint fairly, openly and respectfully, and to using patient feedback to continually improve the care we provide.