We are committed to listening to feedback and using it to improve the quality and safety of our services. We aim to ensure that all patients feel able to raise concerns, provide feedback, or make a complaint without fear of discrimination or impact on their care.
Patients may raise concerns about:
Quality of clinical care
Communication with clinicians or staff
Delay or access issues
Administrative or booking issues
Prescription or referral concerns
>Data handling or privacy concerns
Once the service is live, complaints can be submitted via:
Email: complaints@keraladoctorsuk.co.uk
Written letter to the Registered Manager
Complaints should include:
Patient name
Date of consultation (if applicable)
Description of the issue
Preferred contact details
We are committed to handling complaints fairly and promptly. The following process explains how concerns are reviewed and responded to.
We will acknowledge receipt of a complaint
within 3 working days
The complaint will be reviewed by the Registered
Manager and/or Clinical Lead. Where required,
relevant clinicians will be consulted.
A full written response will normally be provided
within 20 working days.
If more time is required, we will inform the complainant
of the reason for delay and expected timescale.
Following investigation, outcomes may include:
An explanation and apology
Clinical clarification or review
Service improvement actions
Internal learning and governance review
Changes to processes or procedures
If a patient is not satisfied with our response, they may escalate their concerns through appropriate external channels, including:
Care Quality Commission (CQC)
Professional regulatory bodies (e.g. GMC for doctors)
Independent legal advice
Kerala Doctors UK is committed to being open and transparent when things go wrong.
Where required by law, we will:
Inform patients when an incident has caused harm
Provide a full explanation of what happened
Offer an apology where appropriate
Take steps to prevent recurrence
All complaints will be treated as opportunities for improvement.
We will regularly review complaint trends to identify:
Areas for service improvement
Training needs
System or process weaknesses
Patient safety concerns
All complaints will be handled confidentially and in accordance with UK GDPR and data protection legislation.
Information will only be shared with individuals directly involved in the investigation or required by law.
