Feedback and Complaints.

At East Coast Clinic we want to know that our patients are happy with the services we provide. If you feel you have had a particularly positive experience, we would be very happy to hear from you. If you are dissatisfied with our services, we want to hear about it promptly so we can investigate the situation, apologise, and take action to improve where necessary.

If you want to make a complaint

If you are dissatisfied with our services, we want to hear about it promptly so we can investigate the situation, apologise, and take action to improve where necessary. Our director is happy to help you solve day to day enquiries or investigate further where necessary.

If you are not completely satisfied, you can put your comments in writing. At East Coast Clinic we take all comments and complaints very seriously. We always handle complaints in complete confidentiality and try to offer a clear explanation.

To make a complaint, you or your representative, can make a complaint by completing the complaints form or emailing us. Please be sure to state the date you received treatment, the type of treatment you received, the details of your complaint and any further comments that you want to bring to our attention.

Complaint form

Email address: contact@eastcoastclinic.co.uk

Getting back to you

Acknowledgment of your complaint will be sent within three working days of receiving the complaint. We will then reply in full as promptly as we can – usually within 20 working days. If the investigation is complex and continues beyond 20 days, we will write to you to explain the delay and send you regular progress reports.

Independent External Review

As a final resort, you have the right to take your complaint to independent external adjudication. In Scotland, this process is run by Healthcare Improvement Scotland (HIS) who can be contacted via the following details:

HealthCare Improvement Scotland, Delta House, 50 West Nile Street, Glasgow, G1 2NP

01316234342

his.ihcregulation@nhs.scot