At Dr NY Clinic, we are committed to providing the highest standard of care and service. We
welcome feedback from our patients, as it helps us to improve. You are welcome to share
your comments in writing at reception or by using our suggestion box.

Should you have a complaint it will be handled in the below manner:

Stage 1 – Acknowledgement, Investigation and Response
Once we receive your complaint, we will acknowledge it within seven working days, provided
you have given valid contact details (and email address). You will be given the name and
contact details of a designated person, usually the Complaints Manager, who will be your
point of contact.
We will investigate your concerns and provide a full written response within 20 working days
of receiving your complaint. If this is not possible, we will inform you of the delay and keep
you updated on progress.
Stage 2 – Internal Review
If you remain dissatisfied with the outcome at Stage 1, you may request an internal review.
This will be conducted by our Clinical Lead or a senior colleague (in the Specialty) who has
not been directly involved.
We will acknowledge your request within three working days and provide a full response
within 20 working days.
Stage 3 – Independent Review
If you are still dissatisfied after Stage 2, you may refer your complaint to the Independent
Sector Complaints Adjudication Service ISCAS within six months of our final response.
Independent Sector Complaints Adjudication Service
CEDR
Website: https://iscas.cedr.com/

Complaining on Behalf of Someone Else
We follow strict medical confidentiality rules. If you are making a complaint on behalf of
another person, we will require their written consent before we can respond.
Full complaint policy and procedure is available on request.