Complaints Procedure
Introduction
At Jorja Healthcare, we continuously review the services we offer to our patients. To help usimprove, we highly value your feedback. We want to understand what we’re doing well, wherewe may not have met your expectations, and any suggestions you have for enhancing ourservices.
Complaints Procedure
If you have a complaint about any aspect of our services, please let us know as soon as possible. Please rest assured, making a complaint will not negatively affect your care, treatment, or support.
How to make a complaint
In the first instance, please discuss your complaint with a member of our team. If the issue cannot be resolved immediately, this will be reviewed by a senior team member, who will contact you directly. If your issue remains unresolved and you wish to make a formal complaint, please submit your complaint in writing, either by email or post, so we can clearly understand the situation. This will then be investigated by the relevant senior manager.
When to make a complaint
If you are unable to raise your complaint immediately, please provide the details within 6 months of the incident or when you first became aware of the issue. We will acknowledge your complaint within two working days and aim to provide a resolution within 10 days or advise that further investigation is needed.
During our investigation, we aim to:
- Understand the full circumstances of the complaint
- Arrange for you to discuss the issue with the relevant person, if possible
- Offer an apology where appropriate
- Identify actions we can take to prevent the issue from happening again
Contact us to make a complaint
Address: Ground Level, 10 Eastbourne Terrace, London, W2 6LG.
Phone: 0330 050 5088
Email: Complaints@jorjahealthcare.com
Website: www.jorjahealthcare.com
Other ways to complain
If you are unable to raise your complaint with us or would like external advice on making a complaint, please contact us, and we will guide you through the process.
Jorja Healthcare is a subscriber to The Independent Sector Complaints Adjudication Service (ISCAS) which provides independent adjudication for the vast majority of private healthcare providers. Escalation to ISCAS can be used if you feel that the complaints process with your private healthcare provider has not resolved your issue.
https://iscas.cedr.com/
info@iscas.org.uk
