We are sorry that you feel dissatisfied with the service you have received at Pall Mall Medical. It is our intention to deliver the highest levels of patient care and provide a 5-star experience to everyone who is seen in our service. We take all feedback & complaints seriously and aim to rectify all situations where we have fallen short of our expected standards.
If you were not fully happy with the service you have received and would like to express your dissatisfaction without making a formal complaint, please email us at email@example.com with your full name, date of birth, contact details and the site (Liverpool, Manchester or Newton-le-Willows in which you were seen).
We will endeavour to resolve any issues and will use your feedback to improve the level of service we provide in the future. We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.
Pall Mall Medical operate a full complaints procedure, which is detailed on this page. If you are unhappy with your experience with us and wish to make a formal complaint, please see the details of the protocol below.
How to complain
If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days, although you can make a complaint up to twelve months after the event or after discovering there is something to complain about. This will enable us to establish what happened more easily. You should address your complaint in writing to Pall Mall Medical (please use the below form). We will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are not the patient, and are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (for example, because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
What we will do
The relevant Complaint Manager will acknowledge your complaint within 2 working days and aim to have fully investigated within 20 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to provide you with a full response.
When we look into your complaint, we will investigate the circumstances, suggest an appropriate resolution, and take steps to make sure the problem does not arise again. Pall Mall Medical’s complaint procedure is an internal two-stage process involving an immediate acknowledgement followed by a full investigation and report.
All investigations are overseen by our Business Manager and Medical Director before they are concluded.
If you deem your complaint has not been resolved, you have the right to appeal against the original Complaints Manager’s decision. You should notify us of your wish to appeal in writing and send it to Management@pallmallmedical.co.uk. You will be provided with a Complaints Appeal Form, on which you should fully outline the grounds of your appeal.
Your response will be acknowledged within 2 working days by a member of the management team and a different Complaints Manager will review the outcome and provide you with a further response. This may take up to 20 working days. If the investigation process will take any longer than this, you will be updated and advised of the reason.
On receiving a further response, should you still not deem the response as satisfactory, you have the right to seek advice from the Citizens Advice Bureau or take legal advice.
A copy of our complaint form is available to download here: Complaint Form - Pall Mall Medical.
If you are unable to download this policy, we can post a copy to you. Please email firstname.lastname@example.org to arrange this.
Patient Third Party Consent
A copy of our complaint form is available to download here: Patient Third Party Consent Form - Pall Mall Medical.
If you are unable to download this policy, we can post a copy to you. Please email email@example.com to arrange this.