Making a complaint
At Dr Vas we strive for quality. It is our priority to put safety, expertise, and patient satisfaction at the core of everything we do.
We aim to deliver exceptional levels of care and customer service to all our patients and customers.
When you feel our service has not met your expectations it’s imperative for us to know so that we may provide resolution and continually improve our care and service delivery.
To raise a concern
We are keen to resolve your concern at the time it occurs, ensuring the rest of your visit is as worry free as possible.
Should you have any concerns during your stay, please raise these directly with the member of staff caring for you. Our staff may need to escalate your feedback to the the most senior person on duty for further intervention or support.
Should you have any concerns following your visit, please contact our Clinic Manager Elizabeth Vrachimi who will welcome the opportunity to help and act to resolve your concern efficiently.
Making a formal complaint
A complaints procedure is in place for patients who may not be satisfied with our services and wish to make a formal complaint.
In the event you wish to make a written complaint please write to us by email ( or by post ) to the Clinic Manager at email@example.com no later than six months after the incident occurred.
If your concern took place more than six months after you have raised it we may not be able to fully assist you with your complaint.
All comments and complaints are investigated thoroughly and are confidential.
Your letter should include a summary of your concerns and both where and when the events took place.
When a relative or friend wishes to raise a concern or complaint on your behalf we will require written consent from you before we can discuss information related to your care, in order to ensure your confidentiality is protected.
The Dr Vas Clinic will also share a summary of the complaint with you as it is important for you to understand the contents of the concern being raised.
During the investigation into your complaint, we will share your concerns with relevant staff and / or your clinician to help us consider your feedback and provide you with a response.
If you do not wish for us to contact the relevant staff or clinician, please do let us know although this will limit our investigation on your behalf.
If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 2 working days and will aim to provide a full response in writing, within 20 days or a written explanation of why the response is taking longer and when you can expect a response.
If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.