Suki Clinic Complaints Policy
Complaints Policy for Clinica Isla Ltd TA Suki Clinic
To provide a transparent and effective process for clients to submit complaints, ensuring prompt resolution and continuous improvement in service delivery at Suki Clinic.
Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.
The policy aims to ensure that:
- All members of the public know how to feedback to Suki Clinic and the process of making a complaint is simple;
- All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
- Improved customer relations are built by resolving feedback during the initial stages wherever possible;
- All feedback is recorded and monitored so that we learn from feedback and take action to improve services.
1. Definition of Complaint
A complaint is any expression of dissatisfaction by a client regarding the services, staff, or procedures provided by Suki Clinic
2. Submission of Complaints
Clients are encouraged to submit complaints via email to the Clinic Manager at email@example.com or can be delivered to the clinic at:
2nd Floor, 18/20 Nelson St
Verbal complaints will be documented by staff and converted into written form for proper investigation.
All complaints and related information will be treated with utmost confidentiality. Only authorized personnel involved in the investigation and resolution process will have access to this information
Upon receipt of a complaint, Suki Clinic will send an acknowledgment to the client within 48 hours confirming the receipt and providing an estimated timeline for resolution.
A designated staff member will thoroughly investigate the complaint, gathering relevant information and consulting involved parties.
The investigation will be completed within 3-5 business days, unless additional time is needed due to the complexity of the complaint.
Suki Clinic is committed to resolving complaints promptly and fairly. The resolution may involve corrective actions, staff training, or process improvements.
The client will be informed of the resolution in writing, including any changes implemented as a result of the complaint.
If the client remains dissatisfied with the resolution, they may request further review by contacting the Registration & Inspection Team, their contact details are as follows:
Registration and Inspection Team
1st Floor Belgravia House
34-44 Circular Road
Telephone:+44 1624 642422
8. Records and Reporting
All complaints and their resolutions will be documented for continuous improvement purposes. A summary report will be generated annually to identify trends and address systemic issues.
This complaints policy will be reviewed annually or as needed to ensure its effectiveness in addressing client concerns and improving overall service quality.
Suki Clinic aims to handle all complaints fairly and honestly regardless of who makes a complaint. Suki Clinic treats all members of the community equitably and will not show bias to any particular individual or group.