Our Commitment
At Aurelium Health, we are committed to providing high-quality, safe and compassionate care. We value all patient feedback and use it to help us continually improve our services.
If you are unhappy with any aspect of the care or service you have received, we encourage you to let us know. We will treat your concerns seriously, investigate them fairly and respond openly, respectfully and in a timely manner.
Making a complaint will not affect the care or treatment you receive from us.
How to Make a Complaint
If possible, please raise your concerns with us as soon as possible so that we can investigate them effectively.
You can contact us by:
Email: [javascript protected email address]
Telephone: 01213124646
Post:
Clinic Manager
Aurelium Health, 4 York St, Birmingham, B17 0HG.
To help us investigate your concerns, please include:
- Your full name and contact details.
- Your date of birth.
- Details of your complaint, including relevant dates where possible.
- The outcome or resolution you are seeking.
If you are making a complaint on behalf of another patient, we may require their written consent before we can discuss their personal information.
What Happens Next?
We will acknowledge your complaint within three working days.
Your complaint will be reviewed by the Clinic Manager or an appropriate senior member of the clinical team. If necessary, we may contact you to request further information or clarification.
We aim to provide a full written response within 10 working days. If our investigation is likely to take longer, we will keep you informed of our progress and explain the reasons for any delay.
Our response will include:
- A summary of our investigation.
- Our findings.
- Any actions we have taken or intend to take.
- Information about what you can do if you remain dissatisfied.
If You Remain Dissatisfied
We hope that we will be able to resolve your concerns through our complaints process. However, if you remain dissatisfied after receiving our final response, you may wish to seek independent advice or contact the following organisations.
Care Quality Commission (CQC)
The Care Quality Commission (CQC) is the independent regulator of health and social care services in England. Although the CQC does not investigate individual complaints or award compensation, it welcomes information about patients' experiences to help monitor the quality and safety of healthcare services.
Website: www.cqc.org.uk
Patients Association
The Patients Association is an independent charity that provides free, confidential information and support to patients using both NHS and private healthcare services. They can offer guidance on the complaints process and help you understand your options.
Website: www.patients-association.org.uk
General Medical Council (GMC)
If your concern relates to the professional conduct, competence or fitness to practise of an individual doctor, you may wish to contact the General Medical Council (GMC), which regulates doctors practising in the UK.
Website: www.gmc-uk.org
Feedback
Not every concern needs to be a formal complaint. If you have suggestions about how we could improve our service, or if you would like to tell us when we have provided excellent care, we would be delighted to hear from you.
Patient feedback is invaluable in helping us continually improve the quality and safety of the care we provide.
Accessibility and language support
Our complaints information is available in other languages and in alternative formats where required. If you would like this information in another language or need it in an alternative format, please speak to a member of our staff, who will be happy to assist you.
