We recognise that there may be occasions when you have concerns you wish to bring to our attention. We welcome your views and aim to resolve any matters with you as soon as possible. We have a Complaints Officer who will be able to assist you in making your complaint. In the event that you are not happy with the initial response, any concerns should be brought to the attention of the Medical Director.
Our open Complaints Procedure aims to:
- Help you complain without fear that your current or future care will be affected
- Respect your confidentiality
- Investigate thoroughly all complaints we receive with a view to satisfying you
- Provide a timely, verbal and/or written response within twenty working days of receiving your complaint. Or, we will send a letter advising you of the reason for any unavoidable delay.
How can I make my Comments or Complaints known?
Manchester Fertility has a complaints procedure, which assists patients, family members and staff with complaints.
We wish to deal with your concerns positively and use them to improve the provision of our service. It helps everyone if complaints are made as quickly as possible, preferably at the time of the incident. You should make your complaint known within six months from when you became aware that there was a need to complain.
If you would like to discuss your complaint with a member of staff please do so. They should be able to deal with the matter themselves.
If you wish you may discuss your complaint with someone who is not directly involved in the matter. Arrangements can be made for you to discuss your complaint with the Complaints Officer. You may put your complaint in writing and send it to:
Mrs Alison Kay - Complaints Officer, Manchester Fertility, Amelia House, 3 Oakwood Square, Cheadle Royal Business Park, Cheadle SK8 3SB or email it to firstname.lastname@example.org
Should you feel unable to complain to the Complaints Officer, then someone else of at least equivalent seniority will be available to deal with the complaint.
How we will investigate your complaint
The Complaints Officer will be accessible to patients and available to respond to complaints where the patient does not wish to raise their concerns with those directly involved with their care.
You will receive a full written explanation to your complaint. Even if you have had a meeting to discuss the matter, we will still respond to you in writing. The letter will provide details of the investigation, its findings and any action taken to improve our services as a result of your complaint.
Patient satisfaction is very important to the team at Manchester Fertility and we wish to encourage all users to tell us of their experiences. We aim to continually improve our performance to meet the needs and expectations of our patients and our service quality is vigorously monitored.
An suggestion box is situated in the waiting area, please feel free to make any comments that will help us improve the service we provide.
An ongoing patient survey is carried out to seek the views of patients on the quality of treatment and care provided.
The results of the survey are collated into a report that is available on request to patients, prospective patients and their families and is provided to the Care Quality Commission and the Human Fertilisation & Embryology Authority.
Should you not be satisfied with the response to your complaint, you have the right to contact the Care Quality Commission or Human Fertilisation and Embryology Authority. Their details are as follows:
CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne NE1 4PA.
Tel. 03000 61 61 61 | www.cqc.org.uk
Human Fertilisation & Embryology Authority, 10 Spring Gardens, London SW1A 2BU
Tel. 020 7291 8200 | www.hfea.gov.uk
Complaints will be forwarded to the CQC or HFEA should this be requested.