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Dr Jessica Harland is committed to providing a high-quality, private General Practitioner healthcare service. It is recognised that there may be occasions when patients may wish to comment or complain about some aspect of the service which has been offered or received. This complaints procedure ensures that your complaint will be dealt with as quickly as possible. 

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Verbal Complaints 

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If you wish to speak to someone about the Dr Harland service, please speak to a member of staff as soon as possible, preferably before your appointment is completed or as soon as possible afterwards. Dr Harland will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint. (A copy of the Complaints policy will be made available.) 

 

Written Complaints 

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All written complaints should be addressed to Dr Harland and emailed to: drjessicaharland@gmail.com. Please describe as fully as you can the nature of your complaint stating: 

• what you are unhappy about 

 

• when the incident took place, and 

 

• who was present at the time. 

 

Your complaint will be acknowledged within 2 working days. Dr Harland will carry out a full investigation of the nature of your complaint and will offer to meet with you in order to discuss and resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days, we will write to you to explain the reason for the delay. You will receive a full written response within 5 days of a conclusion being reached. 

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Escalating your complaint to the Independent Doctors Federation (IDF) 

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If you remain unhappy after Dr Harland has provided you with a response to your complaint, you may escalate your complaint to the IDF to access a complaints resolution procedure. The address is: 

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Independent Doctors Federation (IDF) CEO 

The Medical Society of London 

Lettsom House 

11 Chandos St 

Marylebone London W1G 9EB 

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Please be assured that Dr Harland takes all complaints very seriously and following investigation, will consider making changes to the patient service.