Cambridge Women’s Health is committed to providing a high-quality online independent healthcare service. It is recognised that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.
Verbal complaints
If you wish to speak to someone about the Cambridge Women’s Health service, please speak to a member of staff as soon as possible, preferably during, or after, your online consultation. Every effort will be made to resolve your complaint as quickly as possible, although you may be invited to put your concerns in writing.
Written complaints
All written complaints should be addressed to the Complaints Lead. Dr Susanna Unsworth, and emailed to: info@cambridgewomenshealth.co.uk . Please describe as fully as you can the nature of your complaint stating:
- what you are unhappy about
- when the incident took place, and
- what staff were present at the time
Your complaint will be acknowledged within 3 working days. A full investigation will be carried out and the Complaints Lead will contact you to discuss and resolve the issue/s. You will receive a written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days, we will write to you to explain the reason for the delay. You will receive a written response within 5 days of a conclusion being reached.
Escalating your complaint to the Independent Doctors Federation (IDF)
If you are not satisfied after a complaint has been investigated and a response provided, Cambridge Women’s Health will provide information to the complainant in terms of escalating the complaint to MEDSU Complaint Management Framework.
Escalated complaints will be referred to MEDSU using the following service email:
(resolutions@medsu.org) at which point MEDSU will assign an investigator to review information.
Upon receipt of the complaint, MEDSU’s team will:
- notify all parties of the decision to escalate
- set out an amended timeline for data review