We are committed to providing you with a first class service at all times and will make every effort to meet the high standards we have set. If you feel that we have not achieved the standards of service in your treatment or care that you would expect, then this is the procedure you should follow. In the vast majority of cases your Patient Care Co-ordinator will be able to resolve any difficulties.
If you wish to make a formal complaint, you should do so in writing to the address below:-
Patient Support Manager
11 Highfield Road
Due to data protection and patient confidentiality we cannot communicate by email, however we will acknowledge receipt of your email. Responses will be sent in writing so we will, therefore, require your address. We may also require further information from you for identity verification. The complaint will be investigated in line with company policy. A complaint should be made as soon as possible and within 6 months of the date of the event or as soon as the matter first came to the attention of the complainant.
Complaints will initially be handled by the relevant departmental manager. The complaint will be acknowledged in 2 working days. A formal response will be made in 20 working days. However, in some circumstances, for instance where the issues are particularly complex, it may take longer and if Healthier Weight thinks this is likely it will write to the complainant with a revised timescale at the earliest opportunity.
If following the receipt of the final response, the complainant wishes to seek a review; this should be made in writing to the Managing Director at the same address. This request should be made within 6 months of the final written response to their complaint at stage 1.
All patient satisfaction information is monitored through our Clinical Governance process and used to improve practice.