HSL is committed to service excellence and enthusiastic about continuous improvement. Where a doctor or patient feels the need to complain about service levels, they should contact Cyril Taylor, Laboratory Service Compliance Director, on firstname.lastname@example.org, giving details of the complaint and requesting that this be investigated.
The information forwarded will be treated as confidential and investigated by the above person. This process will link into the Quality Management Procedures for incident investigation and subsequent corrective and preventative actions will be introduced where needed.
Internally, any complaints received will be shared and discussed at Executive Director level where appropriate, as it is the intention of HSL to provide unsurpassed excellence of service.