Complaints

Complaints Procedure

1. Purpose

I am committed to providing safe, high-quality aviation medical services in a private clinic setting. I value feedback and take complaints seriously. This policy explains how you can raise concerns and how they will be handled.

 

2. What is a Complaint?

A complaint is any expression of dissatisfaction about the service, care, or conduct you have received from me. This could include:

  • Clinical care concerns
  • Delays or cancellations
  • Communication or administrative issues

 

3. How to Make a Complaint

Informal Resolution

If possible, please raise your concern with me directly, as soon as it occurs. Many issues can be resolved quickly this way.

  • Email: complaints@winchester-ame.com
  • Include relevant details: date, type of concern, any supporting information
  • I will acknowledge your message within 2 working days and work with you to resolve the matter


 

Formal Complaint

If informal resolution is not satisfactory, you may submit a formal complaint:

Email or post:


Winchester Aviation Medicine

Circle Health Group

Sarum Road

Winchester

SO22 5HA


Email: complaints@winchester-ame.com

  • Include your name, contact details, dates of incident, and details of the complaint
  • Acknowledgement within 2 working days; resolution usually within 20 working days

 

4. Independent Investigation

Because I am the sole provider, I do not investigate complaints about myself or my service.

  • Complaints about my service are referred to the Executive Director of Circle Health Group, Sarum Road Hospital, who will appoint an independent investigator.
  • The investigator may be:
    • Another qualified clinician within Circle Health Group with no prior involvement
    • An external independent reviewer if required

The investigator will review the complaint and provide a written report. I will then work with you to address any recommendations or actions.

 

5. Complaints About Certification Decisions

  • If your complaint relates to a medical certification decision, you are entitled to a secondary review through the Civil Aviation Authority (CAA).
  • I will support you in submitting this request.
  • Full procedure details: CAA Secondary Review Procedure

 

6. Escalation

If you are not satisfied with the outcome of the independent investigation, you may escalate to:

  • Circle Health Group Central Complaints Procedure
  • Civil Aviation Authority (CAA) for certification-related concerns
  • General Medical Council (GMC) for clinical conduct concerns

 

7. Confidentiality

  • All complaints are treated confidentially
  • Information is shared only with those involved in the investigation or required by law or regulatory bodies

 

8. Patient Rights

  • You may accept or decline any proposed resolution
  • You may request updates on the progress of your complaint
  • You can request a chaperone or advocate during discussions if needed

 

9. Monitoring and Review

  • Complaints are monitored for patterns and opportunities to improve the service
  • Policy is reviewed annually or sooner if guidance changes

 

10. Contact

 

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