Complaints Policy for Grounded Wellness Studio
Effective Date: 10/01/2025
At Grounded Wellness Studio, we are committed to providing the highest standard of care and service. However, we understand that there may be occasions when patients feel dissatisfied. We value your feedback and take all complaints seriously as part of our commitment to continuous improvement.
1. Purpose
This policy outlines our procedure for handling complaints to ensure they are addressed promptly, fairly, and efficiently.
2. How to Raise a Complaint
If you have a complaint, please let us know as soon as possible. Complaints can be raised by:
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In Person: Speak directly to a member of our team during your visit.
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By Phone: Call us during clinic hours.
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In Writing: Email us at [email protected]
3. Information to Include in Your Complaint
To help us address your concerns effectively, please provide:
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Your full name and contact details.
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A clear description of your complaint.
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The date(s) of the incident(s).
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The names of any staff members involved (if known).
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Any supporting documentation or evidence, if applicable.
4. Our Complaint Handling Process
We aim to resolve complaints promptly and fairly. The process is as follows:
4.1 Acknowledgment
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We aim to acknowledge receipt of your complaint within 3 working days.
4.2 Investigation
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We will investigate your complaint thoroughly, which may include reviewing records, speaking with relevant staff members, and gathering additional information.
4.3 Response
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You will receive a formal response within 7 working days. If more time is needed, we will inform you of the delay and provide an updated timeline.
5. If You Are Not Satisfied
If you are not satisfied with our response, you can:
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Request a review of your complaint by the clinic director.
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Escalate your complaint to an external body, such as:
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General Chiropractic Council (GCC): https://www.gcc-uk.org
6. Confidentiality
All complaints are handled in strict confidence. Your personal information will be protected in accordance with our Privacy Policy.
7. Continuous Improvement
We use feedback from complaints to improve our services. Where appropriate, changes will be implemented to prevent similar issues from arising in the future.
8. Contact Us
If you have any questions about this policy or wish to make a complaint, please contact us:
[email protected]
Thank you for bringing your concerns to our attention. We are dedicated to resolving any issues and improving your experience with us.
Compliments and Feedback Policy for Grounded Wellness Studio
Effective Date: 10/01/2025
Purpose:
This policy encourages patients to provide positive feedback or compliments, alongside complaints, to support continuous improvement of services.
Policy Statement:
We value both compliments and constructive feedback as essential elements of maintaining high-quality care. We actively encourage our patients to share their experiences with us, whether positive or negative, to help us improve our services.
Objectives:
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Encouraging Positive Feedback:
We welcome and appreciate compliments and positive feedback. Such feedback will be acknowledged, and staff will be encouraged when they receive positive comments from patients. -
Encouraging Constructive Criticism:
We understand that not all feedback will be positive. Constructive criticism is valuable for our improvement, and we welcome suggestions on how we can enhance our services, processes, and patient experience. -
Complaint Handling:
Patients who wish to make a complaint can do so through our formal complaints procedure, which is available on our website and at the clinic. All complaints will be addressed in a timely, confidential, and professional manner. -
Confidentiality:
All feedback, whether positive or negative, will be treated confidentially. If the feedback includes personal information, it will be handled according to our Data Protection Policy. -
Action and Follow-Up:
We are committed to responding to feedback and making necessary changes where appropriate. Feedback will be reviewed regularly as part of our quality assurance process, and outcomes will be communicated to relevant staff.
Responsibilities:
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Clients: Patients are encouraged to share feedback and will be assured that their comments will be considered in efforts to improve services.
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Staff: Ensure that compliments and complaints are recorded appropriately and responded to according to the procedure.
