With our commitment to work hard to make your time with us as relaxed, informative and as stress-free as possible, we are continually striving to improve our standards and to provide an ever-improving service.

With that in mind, we ask you to help by completing a Patient Satisfaction Survey about the care you have received at Breakspear Medical. Your ratings and comments will be treated in the strictest confidence and will assist us in our efforts to improve our delivery of service.  These questionnaire, which take about ten minutes to complete, are available in the Patient Dining Room or upon request from any member of staff.

Quality of service

We work towards providing the best service we can and appreciate hearing from our satisfied patients. However, we understand that there may be occasions when the service does not reach the desired standard. In such a situation, we have a complaints procedure.

Should you wish to raise concerns about your nursing and/or medical care within the clinic, in the first instance, please ask the Clinical Care Manager, Anne Derham or her deputy and they will do their best to correct the situation or offer an explanation. Problems of a more serious nature will be referred by the Clinical Care Manager to our Medical Director, Dr Jean Monro.

Patient complaints can normally be divided into two categories:

  1. Nursing and/or medical
  2. Administration and/or laboratory, including the vaccine department

Nursing/Medical

All complaints should be directed to the Clinical Care Manager, Anne Derham or her deputy in the first instance. Problems of a more serious nature should be referred to our Medical Director, Dr Jean Monro.

Administrative/Laboratory complaints

Complaints of a minor nature should be directed to the Department Head or, if unavailable, or a satisfactory conclusion cannot be reached, the matter should be referred to the Quality Manager, Angeline Cottrill.

Complaints of a more serious nature should be taken up directly with the Registered Manager:

Mr Alister Monro
Breakspear Medical Group Limited
Hertfordshire House
Wood Lane
Hemel Hempstead
Hertfordshire
HP2 4FD

Tel: 01442 261 333

There is a complaint form available upon request from any member of staff.

All complainants must receive a written acknowledgement to their complaint within two working days of receipt of their complaint (unless a full reply can be sent within five working days).

A full response must be made within 20 working days of receipt of the complaint, or where the investigation is still in progress, a letter explaining the reason for the delay is sent to the complainant and a full response made within five days of a conclusion being reached.

The complaints procedure ensures that the complainant receives written confirmation of the stages of investigation and action taken.

Those staff involved in the provision and procedural elements of the complaints procedure are trained in its operation.

A register of complaints, including information on whether or not the complaint was upheld, the results of investigation, the action taken and the resolution of complaints is maintained.

Procedures are in place that enable issues raised in complaints to be learnt from in order to improve practice.

The complaints procedure or information based upon it is accessible to patients and their family members/carers.

Where requested the patient and/or family members or carers are given support in using the complaints procedure.

Where care and treatment are provided to children, staff are aware of the difficulties a child faces in expressing concerns or complaints and how the child should be helped to overcome these.

If for any reason the patient is unable to complain directly to Breakspear Medical or feels worried about contacting the organisation directly, there are other avenues available:


Care Quality Commission (CQC)

The CQC is the independent regulator of health care and adult social care services in England.

They are responsible for checking that every care provider registered with them meets important standards of quality and safety. However, the duties assigned by Parliament do not include dealing with individual complaints about a provider’s services. The only exception to this are complaints from people who rights are restricted under the Mental Health Act, or their representatives, about the way staff have used their power under the Act.

Even though the CQC can not look into complaints about health care or social care services, they do accept contact from patients who are dissatisfied with the service they have received.

This is because they can use information when carrying out inspections to make sure the service is meeting important standards of quality and safety. If the provider is found to be falling short of these standards, the CQC have legal powers to force changes to improve the service.

The Care Quality Commission can be contacted as follows:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA.

Tel: 03000 61 61 61
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

General Medical Council (GMC)

If you are not happy with the response to your complaint and you suspect that serious or repeated mistakes have occurred during your treatment, fraud or dishonesty, serious breaches of confidentiality or a criminal offense has occurred, and, after filing a complaint with Breakspear Medical, you feel that your concern has not been resolved, you may wish to take your complaint to the GMC.

The GMC regulates registered doctors and deals with the most serious complaints about doctors. They may not look into all complaints, but in cases of serious misconduct, the GMC may investigate your issue.

You can get advice by telephoning their helpline on 0161 923 6602 or you can email your query to practise@gmc-uk.org or finding out more on their website: www.gmc-uk.org.  You will have to provide your details, the doctor’s details, details of the incident, including the date the incident took place and details of who you complained to previously and what the outcome was.