COMPLAINTS PROCEDURE
At Hollybush Clinic, we are committed to providing the highest standard of care to all our patients. We value feedback from our patients and are dedicated to resolving any issues or complaints in a professional, fair, and timely manner. This policy outlines the procedure for addressing and resolving complaints regarding our services.
This policy applies to all patients, clients, and visitors of Hollybush Clinic who may wish to raise concerns about the service, treatment, or experience they have received.
Our Commitment
We aim to:
Acknowledge complaints promptly.
Investigate complaints thoroughly and impartially.
Provide a timely response and resolution.
Learn from complaints to improve our services.
How to Make a Complaint
Complaints can be made verbally, in writing, or via email. Patients are encouraged to raise concerns as soon as possible after the event in question, so we can address them efficiently.
In Person or by Phone: You can speak directly to your practitioner or any member of the clinic’s team. If your concern cannot be resolved immediately, it will be escalated to management.
In Writing: Please address written complaints to our email address: info@hollybushclinicwgc.co.uk
What to Include in Your Complaint
When submitting a complaint, please provide the following details:
Your name and contact information.
The date and time of the incident.
A clear description of the concern or issue.
The name of the staff member(s) involved (if known).
Any supporting evidence, such as documentation or photographs, if applicable.
Complaints Handling Procedure
Acknowledgement: We will acknowledge receipt of your complaint within 5 working days of receiving it.
Investigation: We will investigate your complaint thoroughly. This may involve speaking with the relevant staff members and reviewing any documentation.
Response: We aim to provide a written response within 10 working days. If the investigation takes longer, we will inform you of the reason for the delay and provide a revised timeframe.
Resolution: If the complaint is upheld, we will offer an explanation and propose a resolution, which may include an apology, corrective action, or other remedies. If the complaint is not upheld, we will provide a clear explanation for our decision.
Further Action: If you are not satisfied with the outcome, you may request a review by senior management. We aim to complete any further review within 10 working days.
Confidentiality
All complaints will be handled with the utmost confidentiality, and your privacy will be respected throughout the process. Details of the complaint will only be shared with individuals directly involved in the investigation and resolution process.
Learning from Complaints
We are committed to learning from complaints to improve our services. Where appropriate, we will review our practices and procedures to prevent similar issues from occurring in the future.
Contact Information
For any queries or to submit a complaint, please contact:
Clinic Manager
Hollybush Clinic
160 Hollybush Lane
Welwyn Garden City
AL7 4JU