Aeroclinique

1. General Information

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At Aeroclinique Ltd, we are committed to providing the highest standard of service to our patients.
If you have any concerns or problems, we encourage you to raise them with a member of our staff as soon as they arise, and we will endeavour to resolve the issue promptly. Should you remain dissatisfied and wish to make a formal complaint, please provide us with the full details as soon as possible.

The sooner we receive the details, the easier it will be to accurately establish the facts. Complaints should be made in writing and addressed to the Practice Manager either by letter or email at aeroclinique@icloud.com. If you are unable to do this and prefer to make an oral
complaint, you can schedule an appointment to do so. We will summarize your complaint in writing to ensure it is correctly understood. Complaints should ideally be made within 12 months of the incident; however, we can consider complaints beyond this timeframe if there is a valid reason for the delay and if it is still possible to investigate the matter.

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2. Initial Response

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​Upon receiving your complaint, we will acknowledge it within 7 working days. We will invite you to discuss how your complaint will be handled, including the proposed timescale for our investigation. If your complaint is related to our aeromedical practice, we are obligated to inform the Civil Aviation Authority (CAA) and will forward a copy of your complaint to them.

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3. Your Role

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Please let us know how you would like your complaint to be resolved—whether by telephone, in a meeting, or through a written response. Also, specify the outcome you are hoping for from this process.

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4. Investigation Process

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Our procedure for investigating complaints includes the following steps:

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• Establishing the facts and determining whether something went wrong or could have been
done better.
• Inviting you to discuss the issue with those involved, if appropriate.
• Offering an apology where appropriate.
• Reviewing our procedures to improve our services and prevent similar issues from recurring.
• A written report will be produced, and you will receive a copy.

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If an applicant wishes to complain about a medical decision from their assessment, they can use the Civil Aviation Authority's (CAA) secondary review process. This allows for a re-evaluation to ensure fairness. Detailed information about the procedure is available at:

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​https://www.caa.co.uk/media/terk0gi1/20240220-secondary-review-procedure.pdf

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5. Complaints on behalf of Others

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We must preserve medical confidentiality. If you are making a complaint on behalf of someone else, we will require written consent from the patient authorising us to respond to the complaint on their behalf.

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6. External Complaints

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​We hope that you will use our Complaints Procedure to resolve any issues. This gives us the best opportunity to rectify any deficiencies and improve our practice. If you are unable to raise your complaint with us or are dissatisfied with the outcome of our investigation, you may contact an external organization or individual for assistance, such as:

• Citizens Advice Bureau: www.citizensadvice.org.uk
• General Medical Council: www.gmc-uk.org/concerns/making_a_complaint/faqs.asp
• Action against Medical Accidents: www.avma.org.uk

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7. Further Steps if Dissatisfied

 

If you are not happy with the overall outcome of our complaints procedure, you have the right to escalate the complaint. Complaints regarding any CQC regulatory activity can be directed to the Independent Healthcare Sector Complaints Adjudication Service (ISCAS). Any other complaints will be handled by our Advisory Board and any other relevant regulatory authority under whose remit
the complaint falls.

Contact Information for ISCAS:

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​Independent Sector Complaints Adjudication Service (ISCAS)
Address: 100 St Paul’s Churchyard, London, EC4M 8BU
Phone: 0207 536 6091
Email: info@iscas.org.uk
Website: www.iscas.org.uk

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All complaints are treated in the strictest confidence and will not affect the level of treatment and
care you receive from us.

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8. Contact Information

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For any complaints or further information, please contact us at aeroclinique@icloud.com or at the address below. Our policy is available on our website (www.aeroclinique.com or via the QR code).

We appreciate your feedback and are dedicated to continuously improving our services. Thank you for helping us enhance the quality of care we provide.

 

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