Complaints
Complaints Procedure
Version 1.0 · Last updated · 7 June 2026
Precision Orthopaedic & Spine – Mr Mohammed Madi
1. Introduction
At Precision Orthopaedic & Spine, we are committed to providing high-quality, patient-centred care. We value feedback from patients, relatives, carers and healthcare professionals as it helps us improve our services and maintain the highest standards of care.
Whilst we aim to provide an excellent experience for every patient, we recognise that concerns may occasionally arise. We take all complaints seriously and will investigate them fairly, sensitively and promptly.
2. Our Commitment
We will:
- Listen carefully to your concerns.
- Treat all complaints respectfully and confidentially.
- Investigate concerns thoroughly and objectively.
- Keep you informed throughout the process.
- Provide a clear response.
- Learn from feedback to improve our services.
Reassurance
Making a complaint will not affect your future care or treatment.
3. Who Can Make a Complaint?
A complaint may be made by:
- A patient.
- A parent or legal guardian.
- A person acting on behalf of a patient with appropriate consent.
- A person holding legal authority to act on the patient's behalf.
Consent
Where appropriate, we may require written consent before discussing a patient's care with a third party.
4. Informal Concerns
Many concerns can be resolved quickly without the need for a formal complaint.
If you have a concern regarding:
- Appointments
- Communication
- Administrative matters
- Billing enquiries
- Clinical correspondence
Contact
We encourage you to contact our administrative team in the first instance.
Email: secretary@mohammedmadi.com
Telephone: +44 (0)20 8081 2075
5. How to Make a Formal Complaint
If you wish to make a formal complaint, please provide:
- Your full name.
- Date of birth.
- Contact details.
- A clear description of your concerns.
- Relevant dates where possible.
- Details of the outcome you are seeking.
Submission
Complaints should be submitted in writing where possible.
By Email
By Post
Precision Orthopaedic & Spine
For the attention of: Practice Manager / Complaints Lead
[Insert Correspondence Address]
6. Complaint Timescales
We encourage complaints to be raised as soon as possible.
Ideally, complaints should be submitted:
- Within 12 months of the event giving rise to the complaint; or
- Within 12 months of becoming aware of the matter.
Late complaints
Complaints received outside this timeframe may still be considered where reasonable.
7. What Happens Next?
7.1 Acknowledgement
We will acknowledge your complaint within three working days of receipt.
The acknowledgement will include:
- Confirmation that the complaint has been received.
- Details of who is handling the complaint.
- An outline of the next steps.
7.2 Investigation
The complaint will be reviewed and investigated appropriately.
This may include:
- Reviewing clinical records.
- Reviewing correspondence and documentation.
- Obtaining statements from relevant staff.
- Discussing the matter with involved healthcare professionals.
Further information
Where necessary, we may contact you for further information.
7.3 Response
We aim to provide a full written response within 20 working days.
If the investigation is likely to take longer, we will keep you informed and provide an updated timeframe.
The response will include:
- A summary of the complaint.
- Findings of the investigation.
- Any explanations or clarifications.
- Any actions taken as a result of the complaint.
- Information regarding further escalation if required.
8. Clinical Complaints
Where a complaint relates to clinical care provided by Mr Mohammed Madi, the matter will be reviewed personally and objectively.
Where appropriate, independent advice or review may be sought.
The purpose of the investigation is to establish the facts, address concerns and identify any learning opportunities.
9. Complaints About Hospitals or Other Organisations
Some aspects of your care may be provided by hospitals, imaging providers, physiotherapists or other independent organisations.
Examples include:
- Hospital nursing care.
- Hospital facilities.
- Hospital billing.
- Radiology services.
- Physiotherapy services.
Direction
Complaints regarding those services may need to be directed to the relevant organisation. We will assist where possible in identifying the correct point of contact.
For example:
- Royal National Orthopaedic Hospital
- Private hospital providers involved in your care
10. Independent Sector Complaints Adjudication Service (ISCAS)
If your complaint relates to care provided within an independent healthcare organisation that subscribes to ISCAS and you remain dissatisfied after the local complaints process has concluded, you may be entitled to request an independent review.
Further information can be obtained from the Independent Sector Complaints Adjudication Service (ISCAS).
11. Data Protection Complaints
If your complaint relates to the handling of personal information, you may also contact the Information Commissioner's Office (ICO).
Website: www.ico.org.uk
12. Confidentiality
All complaints will be handled confidentially and in accordance with:
- UK GDPR
- Data Protection Act 2018
- Professional confidentiality obligations
Information sharing
Information will only be shared with individuals involved in investigating and resolving the complaint.
13. Learning and Service Improvement
We view complaints as an important opportunity to improve our service.
Where appropriate, lessons learned from complaints may lead to:
- Changes in administrative processes.
- Improvements in communication.
- Updates to patient information.
- Review of policies and procedures.
- Additional staff training.
14. Contact Details
Complaints Lead
Precision Orthopaedic & Spine
Email: secretary@mohammedmadi.com
Telephone: +44 (0)20 8081 2075
For any questions about this policy, please contact the practice.