Complaints procedure

We pride ourselves in delivering excellent service, however, should you be dissatisfied and wish to raise a concern; we will endeavour to resolve your dissatisfaction in accordance with our complaint’s procedure

If you wish to make a formal complaint against Healthier Weight it must be made in writing by letter and you should send it to::-

Patient Support Manager
Healthier Weight
11 Highfield Road
Edgbaston
Birmingham
B15 3DU

Fax: 0121 693 4483

Complaints sent in by email will be acknowledged only but all future responses from Healthier Weight will dealt with in writing only.

The Procedure

Once we have received your complaint it will be dealt with in accordance with the following 3 step procedure.

Step 1: You will be sent an acknowledgement within two working days of receipt of your complaint. If we are unclear as to any aspect of the issues you have raised with us, we may ask you for additional information or clarification in order to investigate the matter further. If we do not receive clarification within 20 working days, we will be unable to review the complaint and the case will be closed.

Step 2: The relevant departmental manager will review your complaint and a full reply will be sent to you within 20 working days. You may respond in writing to the response. Email responses will be acknowledged but all responses from Healthier Weight will be in writing by post.

Step 3: If you are dissatisfied with this response, you can refer your complaint in writing to the Managing Director. All aspects of the complaint will be reviewed and a response sent to you within a further 15 working days.

If you remain unhappy with the final response your next step is to seek independent legal advice.

We comply with the CQC Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16.- management of complaints.

Timeframes

 

In some circumstances, for instance where the case is particularly complex, it may take longer than 20 working days to review your complaint at any particular stage above. If we think this is likely we will write to you with a revised timescale at the earliest opportunity.

All patient satisfaction information is monitored through our Clinical Governance process and used to improve practice.

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