Complaints Policy

ORIGIN BLOODS – COMPLAINTS PROCEDURE

It is our aim to provide high-quality care and service and to ensure that patients are satisfied with their experience.

We take all complaints seriously and aim to resolve them efficiently, fairly, and courteously. All complaints are investigated promptly, and confidentiality is maintained at all times.

We will never discriminate against patients who raise a complaint. We welcome feedback and are committed to listening to your concerns and answering any questions you may have regarding your care, blood testing, and clinical interpretation.

If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns and work towards a resolution as quickly as possible.

How to Make a Complaint

Complaints must be raised in writing by email.

You may contact the Complaints Manager, Timothy Liggins, at:

Email: rm@urbanhealthcare.co.uk

Please include as much information as possible, including your name, the date of the service or test, and the nature of your concern.

Acknowledgement and Investigation

All written complaints will be acknowledged within three (3) working days.

We aim to provide a full written response once the investigation has been completed.

Where a complaint involves clinical matters, we may need to liaise with the relevant clinician(s) operating under the CQC-regulated provider partnership as part of the investigation.

If the Complaints Manager is unavailable, details of the complaint will be recorded and passed on as soon as they are available.

If the complaint relates to the Complaints Manager, you may direct your complaint to Steven Liggins.

Confidentiality and Records

We maintain comprehensive and confidential records of all complaints.

These records are stored securely and are accessible only to individuals who need to be involved in the investigation and resolution of the complaint.

Contact Details

Complaints may be submitted using the following details:

Origin Bloods
Email: rm@urbanhealthcare.co.uk

Administrative Address:
301–305 High Street
Croydon
CR0 1QL

Updates and Timescales

If the investigation takes longer than anticipated, the Complaints Manager will provide an update at least every ten (10) working days, explaining the reason for the delay, the progress made, and the expected timescale for completion.

Once the investigation is complete, you will be informed of the outcome in writing.

Where appropriate, you may be offered the opportunity to discuss the findings and any proposed actions or resolutions via a remote meeting or telephone call.