Complaints Policy

1. Purpose

This policy ensures that all complaints are handled fairly, promptly, and respectfully, with a clear escalation process to resolve issues effectively and maintain high standards of care and service.

2. Scope

Applies to all complaints received from clients regarding services, conduct, or operations of the clinic.

3. Complaints Process

Step 1: Initial Complaint – Staff Member

Complaints should first be directed to the relevant staff member involved or available at the time.

The staff member must:

Listen actively and respectfully.

Record the complaint details (date, time, nature of complaint, complainant’s contact info).

Attempt to resolve the issue immediately if possible.

Inform the complainant of the next steps if resolution is not possible.

Step 2: Escalation – Management

If unresolved or if the complainant requests escalation:

The complaint is referred to the Practice Manager.

The manager will:

Review the complaint and any actions taken.

Contact the complainant within 5 working days.

Investigate further if needed.

Provide a written or verbal response within a further 10 working days.

Record the resolution or next steps.

Step 3: Final Escalation – Director

If the complainant is still dissatisfied or if the complaint is directly related to a director:

The complaint is escalated to a Director.

The director will:

Acknowledge receipt within 5 working days.

Conduct a thorough review of the complaint and previous responses.

Provide a final decision within 10 working days.

Offer further options if applicable

4. Record Keeping

All complaints and resolutions are documented and stored securely.

Records are reviewed annually to identify trends and improve services.

5. Confidentiality

All complaints are handled confidentially.

Information is shared only with those directly involved in the resolution process.

6. Continuous Improvement

Feedback from complaints is used to improve clinic operations, staff training, and client satisfaction.