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Dr Christine Hall



Dr Christine Hall and The Taktouk Clinic strive to provide high quality services that are safe and effective. Should we not meet this standard, we are committed to resolving issues or concerns about the service to ensure that the patient is satisfied.

We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver.

This policy outlines the commitment to treat all complaints and concerns about the service provided.

If you are dissatisfied in any way with your experience, we welcome your feedback and promise to address them in a prompt, honest and thorough manner.  

A complaint can be made by:

  1. By telephone or in person and made verbally. In any case a written record of the complaint that describes the issues requiring investigation must be kept. This must be agreed with the complainant and ideally signed.

  2. In writing either by email or by letter. Please email and with as much detail as possible. 


Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager. You will receive a written acknowledgement of receipt of the complaint by email within 5 working days.

In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an external independent practitioner.

What should I prepare for a meeting?

  • Ask who will be at the meeting

  • State if anyone is attending that you are uncomfortable seeing

  • Ask where the meeting will be held and how long it will last

  • Make known any of your special requirements

  • Make known if you have particular questions and send these before etc meeting takes place

  • Ask how long it will take to receive a written record of the meeting

  • You can ask to bring someone to the meant gif that helps you.

The objective of this is to provide an explanation or a solution to your concerns. Our aim is to provide you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.  You will continue to be updated every 20 working days where there is a delay in the investigation being carried out.

Written Response:
If the complainant wishes to receive a written response it should address the matter, acknowledging all points raised by the complainant. The response should include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and any actions taken or will be taking as a result of the complaint.
The complainant should be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied.

What if I am not satisfied?
The full response to your to your compliant at stage 1 should tell you what to do next if you are satisfied.  If you wish to escalate your complaints for review at stage 2, you should do so in writing within six months of the final response of stage 1.

The aim is to review the investigation and complete this stage within 3 months. The review will be conducted by a senior member of staff who was not involved in the handling of the complaint at stage 1 or involved in the daily operation of the clinic.  Relevant documents will be reviewed, interviews with staff may be requested and you may be invited to a meeting.  You should receive a full written response within 20 working days and any reasons for a delay.  You may be offered a resolution to your complaint at the review stage.  If you are not satisfied with he review response at stage 2 you can refer the matter to stage 3 which is INDEPENDENT EXTERNAL ADJUDICATION.  This must be within six months of the final response stage 2.  If you make a referral to ISCAS, any offer of resolution that has been made will be withdrawn.

Complaints to the independent complaints service should be in writing within 6 months of the final response letter received at stage 1.

ISCAS provides independent adjudication. You should apply for this in writing and can find ISCAS contact details here: Give details of the complaint which has not been resolved and reasons for requesting adjudication. You can use the letter you wrote at stage 1, but highlight any aspects of your complaint that remain unresolved. Adjudicators will not consider any issues unless they have previously been raised with the independent healthcare provider (except concerns about the way they have handled the complaint). Provide copies of all documents, correspondence and/or clinical records that you wish to be considered and the outcomes you would like. You should receive a written acknowledgement within 3 working days of submitting your request for independent external adjudication. The healthcare provider will be informed that you wish to escalate your complaint and has 10 working days in which to object. In most cases complaints proceed to this stage without any objection. ISCAS will ask you for permission for the healthcare provider to send them a copy of your medical records. Access to patient records is restricted to only those people who need it and there are strict guidelines about how records are kept, who can access them and when they are destroyed. You will need to give written consent for the records to be obtained. Once ISCAS has gained your consent for the independent healthcare provider to provide ISCAS with all your case records and clinical records, an Independent Adjudicator will be assigned to your complaint.

Who are the Independent Adjudicators?
The Independent Adjudicators are independent of the healthcare provider with a range of experience including health policy, health professional standards, professional regulation, complaint handling and consumer policy. The Independent Adjudicator will confirm in writing that they have received your complaint. They will compile a chronology of events and identify the main points (often referred to as ‘key heads’) of your complaint and will set out their understanding of your complaint. You will be kept up to date with progress, at a minimum, every 20 working days. ISCAS aims to complete most of its adjudications within 3 to 6 months. The Independent Adjudicator will decide to uphold or not uphold each aspect of your complaint. The Independent Adjudicator is able to make an award of up to £5,000 although most awards are significantly lower than this maximum sum. The Independent Adjudicator is not able to direct a healthcare provider to take specific action; however, they are able to make recommendations regarding the way the healthcare provider operates.

Recording Complaints
The complaint will be kept on file/ database and maintained to include all details of the investigation and outcome by the manager.
The Taktouk Clinic will hold a comprehensive record of any investigations including correspondence such as emails, letters and telephone discussions with time and date stamps where possible.

Any actions implemented to improve the service as a consequence of a complaint should be recorded.

Learning from Complaints
The objective of the complaint’s procedure is not to apportion blame but to investigate the complaint with the aim to satisfy the complainant and learn from lessons for improvements in delivering a safe and responsive service.

Recommendations made as a result of the investigation or any findings made by the manager should be addressed accordingly.
We will make every effort to ensure your complaint is fully resolved. We will contact you within 5 working days to acknowledge the receipt of your complaint. In the first instance we will invite you to a further meeting with our Clinic Manager. You can be accompanied by a friend or colleague.

Unfortunately, by law the Independent Parliamentary Ombudsman cannot look into complaints about privately funded healthcare services, however we want to make every effort to reach a mutually agreeable resolution to your complaint.

Further advice on progressing your complaint can be found from the following organisations, however, they cannot investigate your complaint.

A national health care charity that highlights patients’ concerns and needs. It provides advice aimed at helping people to get the best out of their health care and tells you where you can get more information and advice. Contact the Patients Association’s helpline on 0845 608 4455 or visit

Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone. Most of their bureaux offer home visits and some also provide email advice. To find out more,

Healthwatch is the independent consumer champion for health and social care in England. It’s responsible for supporting people with their health and social care concerns and for passing on your thoughts and concerns to local health and social care organisations. Healthwatch does not investigate individual cases or complaints but will be able to point you in the direction of organisations that can help you. You can find your nearest Healthwatch by visiting the website at or phoning 03000 683 000.

Please be aware that the CQC does not settle individual complaints.

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