Complaints procedure

Serenity Neonatal Clinic takes the wellbeing and satisfaction of our clients very seriously, and we want you to feel that you have received the highest quality care. However, should you feel that if for any reason that we have fallen short of these high standards then please let us know so that we can learn and continue to improve our service. Please rest assured that all complaints are taken seriously and will be dealt with accordingly. Making us aware of a concern will in no way impact any current or future treatment that you receive from our clinic.

How to make a complaint.

If you have any complaint or concern about the service you have received, you are encouraged to raise this as soon as possible. You can do this directly with your practitioner during your appointment, or if you do not feel comfortable doing this you can contact us via phone on 07823557765 or email info@serenityneonatal.co.uk where it will be picked up by either Katherine Williams or Caroline Tunley within 48hrs of receipt.

Serenity Neonatal clinic management will

• Listen to your complaint or concern, maintaining confidentiality.
• Give you an apology. 
• Signpost you to appropriate support if required. 
• Initiate an investigation into the concerns raised.
• Keep you informed of progress.
• Give you a written response which outlines any action taken and improvements made. 
• Identify any operational or management issues and make any changes required to ensure that the issue does not occur again

What happens next?

Your complaint will be acknowledged within two working days of receiving it. We aim to give you a full written response within 28 days. During that time an investigation will seek to find out what has happened and whether there is any action that can be taken to put things right.

Getting further help with your complaint:

If following our thorough investigation, you are unhappy with the outcome of your complaint, you can contact our governing body the Nursing and Midwifery Council www.nmc.org.uk.