Service User Feedback and Complaints Policy

It is the aim of the company to maintain its core values. Two of these core values are to commit to service excellence, and to be enthusiastic about continuous improvement.

We welcome feedback on the service from our users, which can be forwarded to tdlservice@tdlpathology.com. Patient feedback can be made to the test-requesting clinician or the Hospital Patient Advice and Liaison Service (PALS).

Where a doctor or patient needs to raise a complaint about service levels they should contact Cyril Taylor, Laboratory Service Compliance Director, or Annette Wilkinson,  Director of Business Development and Service at tdlservice@tdlpathology.com giving details of the complaint.

The initial complaint will be acknowledged within 3 working days and the investigation, and any follow up actions will be completed within 30 days.

The information forwarded will be treated as confidential and investigated by the above persons. This process will link into Quality Management procedure 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 TDL to provide unsurpassed excellence of service.