Patient Feedback and Complaints

At The International Gene Clinic, we are committed to providing safe, high-quality, patient-centred care. We welcome all feedback, whether positive or constructive, as it helps us improve our services. We regularly invite patients to share their experiences, including through patient surveys.

If you have a concern about any aspect of your care, please raise it with our Practice Manager as soon as possible. We will do our best to resolve the matter quickly and informally.

If your concern cannot be resolved straight away, we will explain how you can make a formal complaint. Our complaints process is designed to ensure that your concerns are handled fairly, confidentially, and promptly.

Making a formal complaint

If you wish to make a formal complaint, please write to:

Pallavi Kothari, Practice Manager
Email: professorsaggar@outlook.com

To help us respond fully, please include:

• What you are unhappy about
• When the issue took place
• Which staff were involved (if known)

What happens next

• You will receive a written acknowledgement within 2 working days (unless we can send you a full reply within 5 working days).
• We will then investigate your complaint in line with our policy and the Care Quality Commission’s Fundamental Standards on complaints.

Confidentiality

All complaints are handled confidentially and will not affect your care in any way.

Our standards

This process follows our internal policy and meets the Care Quality Commission’s Fundamental Standards on complaints.