COMPLAINTS PROCEDURE

At Hollybush Clinic, we are committed to providing a high standard of care and service to all our patients. We value feedback and take any concerns or complaints seriously. Our aim is to deal with complaints professionally, fairly and in a timely manner, and to use feedback to help improve the care and services we provide.

This policy applies to patients, clients and visitors who wish to raise a concern about the care, treatment, service or experience they have received at Hollybush Clinic.

Our commitment

We aim to:

  • acknowledge complaints promptly;

  • investigate complaints fairly and impartially;

  • provide a clear and timely response;

  • respect the confidentiality of everyone involved;

  • ensure that making a complaint does not adversely affect a patient's ongoing care; and

  • learn from complaints and make improvements where appropriate.

How to make a complaint

Complaints can be made verbally, in writing or by email. We encourage patients to raise concerns as soon as reasonably practical after the event, as this can help us investigate and resolve the matter effectively.

In person or by telephone: You can speak to your practitioner or a member of the clinic team. Where a concern cannot be resolved at the time, it will be referred to the Practice Manager.

By email: sophie@hollybushclinicwgc.co.uk

In writing:

Sophie Schreck
Practice Manager
Hollybush Clinic WGC LTD
160 Hollybush Lane
Welwyn Garden City
AL7 4JU

If you are making a written complaint, it is helpful to include your name and contact details, the date of the incident or appointment, a description of your concern, the name of the practitioner or staff member involved if known, and any relevant supporting information.

How we handle complaints

Complaints are normally managed by the Practice Manager, Sophie Schreck.

Acknowledgement: We aim to acknowledge receipt of a complaint within 5 working days.

Investigation: The complaint will be reviewed fairly and appropriately. This may include reviewing relevant records or documentation and speaking with the practitioner or member of staff involved. The person concerned will be given an appropriate opportunity to provide their account.

Response: We aim to provide a written response within 10 working days. If more time is required to investigate the matter properly, we will let you know and provide an updated timeframe.

Outcome: We will explain the outcome of our investigation and, where appropriate, any action taken. This may include an explanation, apology, corrective action or changes to our procedures.

If the complaint relates directly to the Practice Manager, it will be referred to an appropriate senior or independent person so that the matter can be considered impartially.

If you are dissatisfied with the outcome, you may ask for the complaint to be reviewed.

Complaints relating to chiropractic care

Where a complaint concerns treatment or professional conduct by a chiropractor, we will initially aim to investigate and resolve the matter through the clinic's complaints procedure.

Chiropractors practising in the UK are regulated by the General Chiropractic Council (GCC). Where appropriate, patients will be informed of their right to raise concerns with the GCC, particularly where the matter relates to a chiropractor's professional conduct, competence or fitness to practise.

Complaints relating to other healthcare practitioners

Hollybush Clinic is a multidisciplinary clinic and includes practitioners from a range of healthcare professions.

Where a complaint concerns a non-chiropractic practitioner, we will assist in addressing the complaint as appropriate. Depending on the practitioner's profession and the nature of the concern, the patient may also be able to raise the matter with the practitioner's relevant professional regulator, professional body or other appropriate external complaints process.

Where necessary, we will provide information about the appropriate route.

Confidentiality

All complaints are handled sensitively and confidentially. Information relating to a complaint will only be shared with those who need it in order to investigate or respond to the matter, or where disclosure is otherwise required by law or professional obligations.

Recording and learning from complaints

We maintain a record of complaints received, including the nature of the complaint, the practitioner or staff member involved where relevant, action taken, the outcome and any learning identified.

Complaints are reviewed to identify whether changes to clinic procedures, communication, training or patient care could help prevent similar concerns in the future.

Your ongoing care

Making a complaint will not adversely affect the care or service you receive from Hollybush Clinic. Patients will continue to be treated fairly, respectfully and professionally regardless of whether they have raised a concern or complaint.

Contact details

Sophie Schreck
Practice Manager
Hollybush Clinic WGC LTD
160 Hollybush Lane
Welwyn Garden City
AL7 4JU
Email: sophie@hollybushclinicwgc.co.uk