We take all complaints and expressions of dissatisfaction very seriously, both for the purposes of resolving a particular patient’s concerns, and for the purposes of continually improving all aspects of our service.
If you do wish to raise a complaint about me and/or my staff then you can do so by the following means:
- In writing – wherever possible we kindly ask that you summarise a complaint in writing and email/post it to info@lathamhipsurgery.com or to Latham Hip Surgery at the Nuffield Health Wessex Hospital, Winchester Road, Chandlers Ford, Eastleigh SO53 2DW
- By telephone or in person – if you would prefer to speak to someone about your complaint then please call 02380 258402 and ask to speak to me.
Once you have made a complaint, we will acknowledge safe receipt as soon as possible and within three working days. If you have not received an acknowledgment by then, please do call so that we can work together to make sure your complaint arrives safely.
Once we receive your complaint we will keep the correspondence on a confidential file separate from your medical records. We will review your medical and any other relevant records, carry out any investigations that may be necessary. If we need any clarification or information from you then we will endeavour to seek it as soon as possible. Wherever possible we will respond substantively to your complaint within 14 calendar days of the complaint. If for any reason it is not possible to respond within that timeframe, then within that 14 days we will write to you with an update and to provide an estimated date for the response.
If you have a complaint about aspects of your care that we were not responsible for, then it may be necessary for you to raise those with another entity, such as the private hospital, as we will not be able to respond to complaints on their behalf. If it seems that any aspect of your complaint should be re-directed to someone else to consider, we will let you know as soon as practicable.
