Practice Based Complaints Procedure
Healthcare 2000 Clinics has a practice based complaints procedure for our patients and other visitors. Full details of this are contained in these pages.
Most complaints may be effectively dealt with at the time they arise. However we appreciate that some may require exploration of the facts surrounding them and these pages explain how we go about doing this.
Unfortunately there are some areas of complaint that may not, for legal or other reasons be dealt with by the practice. If you have a complaint and we are unable to handle it we will inform you of this together with the reason and will provide you with details of who may be contacted in order to pursue the complaint further.
The Healthcare 2000 Clinics Practice Based Complaints Procedure aims to be:
We have a named individual who is available to assist you in handling any complaint. She will listen to what you have to say and will investigate any complaint fully before reporting back to you with what she has found. If you would not like your complaint to be handled by the person we have named, let us know and we will appoint someone else.
Complaints may be made in writing, on the telephone or in person.
Full details of how to complain are given in these pages. Click here to go straight to the "How to" paragraphs below.
Our complaints procedure should be clearly publicised within each practice. All our staff are trained in its use and so can help you with any questions you may have. In the practices shared with GPs we are unable to display the information in the GP waiting rooms so please ask for details from the practitioner or, if you would prefer, contact the Practice Manager as instructed below.
If there is a problem then it is in everyone’s interests to resolve it as soon as possible. Written complaints should be acknowledged within 2 working days. Complainants who telephone or complain in person will be invited to meet with the appropriate practice personnel as soon as possible. Without cutting corners, our aim should be to try and resolve the matter to the
satisfaction of both parties as quickly as possible.
All our correspondence relating to a complaint will be marked “Strictly Private and Confidential”. If the complaint is made in person or via the telephone then we will strive to ensure that privacy is afforded to the complainant.
The aim of the procedure is to investigate the complaint in a thorough and systematic manner without prejudice or preconceived views resulting in the best possible outcome for all parties involved.
It is important to build all feedback about the practice into a review of its performance. To this end we have a complaints log recording negative comments so that continuous themes are identified and can be addressed to prevent further similar complaints arising.
At each stage of any complaint we will record fully in writing the views of each party, the outcome that was reached and any further action agreed. The documents will be signed by the parties involved and annotated with the date and time.
Practice Based Complaints Procedure
If you wish to complain about our service, please let us know. We welcome feedback about the service we provide. We have a practice complaints procedure to help resolve problems quickly.
HOW TO COMPLAIN
Most problems are best solved at the time that they arise.However, if you wish to make a more formal complaint then please do this as soon as possible, preferably within a few days to enable us to address the matter promptly. The maximum period we normally allow for looking into a complaint is 6 months after the matter of concern first arose.
You may complain in writing to:
- Maggie Read, Practice Manager, Healthcare 2000 Clinics Semington, Independent Living Centre, Semington Trowbridge, Wiltshire, BA14 6JQ.
- By telephone to:
Maggie Read - Telephone 01225 752199
- By e-mail:
- or in person by contacting any of our clinics and asking for a complaint meeting with:
Maggie Read ( In the practices shared with GPs please ask for details from the practitioner or, if you would prefer, contact the Practice Manager as instructedabove.
Please be as specific as possible about the complaint which you wish to make.
THE ACTION WE WILL TAKE
Normally, we will acknowledge your complaint within 2 working days and give you an explanation or arrange a meeting within 10 working days.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We observe strict rules of confidentiality. If someone is complaining on your behalf we will require written authority from you so that they can act on your behalf.
HOW ELSE CAN I COMPLAIN?
You may contact the Healthcare Professional’s association or registering body,
which will investigate the complaint on your behalf:
For chiropractors only:-
The British Chiropractic Association, 59 Castle Street, Reading, Berkshire RG1 7SN
tel: 01189 505 950 email: firstname.lastname@example.org
All Chiropractors are registered under the Chiropractors Act (1994) with the General Chiropractic Council. If you are not satisfied that your complaint has been properly addressed you are entitled to take the matter further with the Council at:
The General Chiropractic Council, 44 Wicklow Street,
London, WC1X 9XL
tel: 020 7713 5155 - email: email@example.com