Complaints Procedure
Our Commitment
We are committed to providing a high standard of care and service. However, if something does not meet your expectations, we take concerns seriously and aim to resolve them promptly, fairly, and transparently.
Raising a complaint will not affect the quality of care you receive.
How to Make a Complaint
If you have a concern or complaint, please contact us in the first instance so we can try to resolve the issue quickly.
Email: info@drryansmith.com
Please include:
Your full name
A clear description of your concern
Relevant dates or details
How you would like the issue to be resolved
Stage 1 – Local Resolution
Most concerns can be resolved quickly at this stage.
Once we receive your complaint, we will:
Acknowledge receipt within a reasonable timeframe
Review the details carefully
Investigate where appropriate
Provide a clear and honest response
Our aim is to:
Clarify any misunderstandings
Provide explanations where needed
Agree on a satisfactory resolution wherever possible
Stage 2 – Internal Review
If you feel your complaint has not been resolved satisfactorily at Stage 1, you may request a further review.
At this stage:
Your complaint will be reassessed independently of the initial response where possible
Additional information may be requested
A more detailed review of clinical and/or service issues will be undertaken
We will aim to provide a final response following this review.
Stage 3 – Independent Review via IDF
If you remain dissatisfied, your complaint may be escalated for independent review.
As a member of the Independent Doctors Federation (IDF):
Your complaint may be reviewed by an IDF Complaint Manager
Input will be considered from both you and the doctor
This stage provides an additional level of independent and professional oversight
Stage 4 – Independent External Adjudication
If the complaint remains unresolved, it may be referred to the Independent Sector Complaints Adjudication Service (ISCAS), an independent body.
At this stage:
Your complaint will be reviewed impartially
Both you and the doctor may be asked to provide further information
The process is designed to ensure a fair and transparent outcome
This service is provided at no cost to the complainant.
Alternative Resolution (Mediation)
In some cases, both parties may agree to resolve the complaint through mediation as an alternative to formal adjudication.
This can provide a more collaborative and timely resolution.
Confidentiality
All complaints are handled with strict confidentiality. Information will only be shared where necessary to investigate and resolve the issue.
Learning and Improvement
We view complaints as an opportunity to improve.
Where appropriate, feedback will be used to:
Enhance patient experience
Improve systems and processes
Maintain high clinical and professional standards
Summary
Our approach is simple:
Raise your concern with us directly
We aim to resolve it quickly and fairly
Escalate via independent review if needed
Access external adjudication through ISCAS if unresolved