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Complaints

How do I feedback or make a complaint about my DMC experience?
DMC are passionate about patient care and improving our community dermatology service, MSK and Endoscopy services, but sometimes things can go wrong. If you are unhappy with your care or the service you have received, it is important to let us know so we can improve.

There are a few ways to tell us what you think;

  • HCA survey
  • Friends and Family test
  •  Website to call DMC clinics directly
  •  Email

Giving feedback

Health Care Assistants will offer each patient an electronic survey to complete within their appointment.

This feedback is shared with our local commissioners and helps us improve the quality of our care.

In addition to this, patients can share good or bad feedback through the Friends and Family Test. A text SMS message is automatically sent to each patient after their appointment.

Most problems can be dealt with at this stage but, in some cases, you may feel more comfortable speaking to someone directly involved in your care. Please call the clinic where you were treated. You will find the direct telephone numbers for clinics here:

dmchealthcare.co.uk/clinics

Alternatively you may want to send an email to DMC.feedback@nhs.net outlining your experience, the DMC clinic of your treatment and the best contact details and times to discuss further.

  •  Your email will be acknowledged within 3 days.
  • Please allow 25 days for DMC to respond.

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Registered in England: 06745192

Registered at: 60 Chadwick Road, Peckham, London, SE15 4PU

Clinical Effectiveness

Clinical effectiveness means ensuring that all aspects of service delivery are designed to provide the best outcomes for patients. This is achieved by ensuring that the right care is delivered to the right person at the right time they are in need and in the correct setting.

Information

A patient’s information should always be up to date and correct on any systems used. It should also be confidential through correct storage and management of data.

Risk Management

Risk Management involves having robust systems in place to understand, monitor and minimise the risks to patients and staff and to learn from mistakes. When things go wrong in the delivery of care, our staff teams should feel safe admitting it and be able to learn and share what they have learnt, which embeds change in practice.

Patient & Public Involvement

Communication with patients and the public is essential to gain insight on the quality of care we deliver, and any possible problems that can result. Public involvement is equally as important to ensure that patient and public feedback is used to improve services into day-to-day practice for better patient outcomes.

Education & Training

This encompasses the provision of appropriate support to enable staff to be competent in doing their jobs and to develop their skills so that they are up to date. Professional development needs to continue through lifelong learning.

Staff Management

This ensures the organisation recruits highly skilled staff and aligns them with the correct job roles. Staff are supported in professional development and to gain and improve their skills.

Audit

The aim of the audit process is to ensure that clinical practice is continuously monitored and that deficiencies in relation to set standards of care are remedied. Research goes alongside audits to pioneer best practice improvements.