The Coriel Clinic & Coriel Orthopaedic Group aims to provide the very best of care to you by offering services and facilities of the highest standard.

We take any complaint extremely seriously and deal with it in accordance with our Company Complaints Policy. As well as resolving your problem, we also learn from your experience and feedback to improve upon our service for the future.

We will do our best to deal with any issues as soon as we can and encourage you to discuss your concerns with a member of the Coriel Clinic team when they arise. However, if you do wish to take the matter further, your next step is to make a formal complaint. You can do this by writing to;

Practice Manager The Coriel Clinic 138 Beckett Road Doncaster DN2 4BA

What to include?

The nature of your complaint

Names and positions of any Coriel Clinic / Coriel Orthopaedic Group team involved (if known)

When the event took place

Any action you may have already taken

What happens next?

The Practice Manager will send a written acknowledgement of your complaint within 3 working days of receipt of your complaint. The Coriel Orthopaedic Group Management Team will investigate your complaint with an outcome provided within 20 working days. If this timescale cannot be met due to further investigation’s required or an invite to a formal meeting to discuss your concerns in person you will be kept in regular contact at every stage.

What will happen if I am still not satisfied?

Whilst The Coriel Clinic and Coriel Orthopaedic Group will make every endeavour to resolve your complaint, you may feel that we have been unable to do this. Once our internal investigation is closed, you are able to take the matter forward for external adjudication via the route below.

Self-funded / Insured Patients ISCAS 3rd Floor 100 St Pauls Churchyard

London EC4M 8BU T: 020 7536 6091 E: info@iscas.org.uk

Timeframes

It is important to note that complaints should be made at the earliest point to enable the best opportunity for full investigation. Following ISCAS Guidelines, timeframes are outlined below. Complaints made after this time frame may not be eligible for investigation.

Self-funded / Insured Patients Complaint must be raised no later than 6 months from the point of concern, or no later than 6 months from the time this came to your attention.

Please note if you do not respond to our letter detailing the outcome of your complaint within 3 months the complaint will be closed.