Suki Clinic Complaints Policy

Complaints Policy for Clinica Isla Ltd TA Suki Clinic

Objective

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.

Policy

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 jenna@suki-clinic.co.uk or can be delivered to the clinic at:

Suki Clinic 
2nd Floor, 18/20 Nelson St 
Douglas 
IM1 2AL

Verbal complaints will be documented by staff and converted into written form for  proper investigation.

3. Confidentiality

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

4. Acknowledgment

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.

5. Investigation

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.

6. Resolution

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.

7. Escalation

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
Douglas
IM1 1AE
Telephone:+44 1624 642422
Email: RandI@gov.im

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.

Review

This complaints policy will be reviewed annually or as needed to ensure its effectiveness in addressing client concerns and improving overall service quality.

Equalities Statement

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.