Your medical complaints and feedback are important to us
We constantly strive to improve Docly, scrutinising every detail of our service. Despite this, problems and dissatisfaction occasionally arise, and when they do we want to do our best to fix them, find out why they happened, and learn from them — so we can prevent them from occurring again.
The most important part of this process is listening to our patient's medical complaints and feedback. Your insights give us the opportunity to learn from our mistakes and become a better healthcare provider.
So, if you have any medical complaints or feedback, please don't hesitate to contact us. We care that you care and investigate every complaint and piece of feedback we receive before getting in touch with you to follow up each issue.
The Care Quality Commission (CQC)
The CQC is the independent regulator of all health and care services in England.
The CQC would like to know what you think about the care you received from us. They are interested in hearing about any good and bad experiences you’ve had in the past year. For example, were staff caring, and did they treat you with dignity and respect? Were you involved in decisions about your care? Were you listened to? Did you have enough time to discuss your concerns? Were your needs responded to with the right care and treatment at the right time?
You can give them feedback about your experience either online at cqc.org.uk/yourexperience, or by calling them on 03000 616161. Rest assured, your feedback will always be treated confidentially.
The CQC may not respond individually to your feedback, but may occasionally contact you for more information if you provide contact details.
Complaining to other authorities
If you feel you cannot raise your complaint with us, you can complain directly to NHS England instead:
NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
If you need support to make a complaint you can contact NHS Complaints Advocacy at VoiceAbility.
Telephone: 0300 330 5454
Textphone: 0786 002 2939
Facsimile: 0330 088 3762
What if you are still unhappy?
If you are unhappy with the result of your complaint from this practice or NHS England, you can appeal to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
The Health Service Ombudsman for England,
Millbank Tower, Millbank London SW1P 4QP