Complaints policy.

At Affinity Podiatry, we are committed to providing high-quality podiatric care and excellent customer service. We value feedback from our patients and are dedicated to resolving any concerns or complaints promptly and fairly. This policy outlines our procedures for handling complaints transparently and efficiently.

1. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction or concern raised by a patient, their representative, or any other individual regarding the services, care, or conduct of our staff at Affinity Podiatry.

2. How to Make a Complaint

Patients or their representatives may make a complaint in person, by phone, by email, or in writing. Complaints should be directed to the attention of the Practice Partners or another designated staff member responsible for handling complaints.

3. Complaint Handling Procedure

Upon receipt of a complaint, we will follow the procedure below:

  • Acknowledgment: We will acknowledge receipt of the complaint promptly, usually within 6 working days.

  • Investigation: The complaint will be thoroughly investigated to understand the nature of the concern and gather relevant information.

  • Resolution: We will work to resolve the complaint as quickly as possible, aiming to provide a satisfactory outcome to the complainant.

  • Communication: We will keep the complainant informed of the progress of the investigation and any steps taken to address their concerns.

  • Resolution Options: Depending on the nature of the complaint, resolution options may include apologies, explanations, corrective actions, or refunds where appropriate.

  • Documentation: All complaints and their resolutions will be documented in writing for record-keeping purposes.

4. Timeframe for Resolution

We strive to resolve complaints within a reasonable timeframe, typically within 28 days of receipt. However, complex complaints may require additional time for investigation and resolution. In such cases, we will keep the complainant informed of the progress and provide updates on the expected timeline for resolution.

5. Escalation Process

If a complainant is dissatisfied with the initial response or resolution provided, they may request further review of their complaint. The complaint will be escalated to a higher level of management or an independent mediator, if necessary, for additional investigation and resolution.

6. Confidentiality

All complaints and related information will be handled with the utmost confidentiality, in accordance with data protection laws and regulations. Information will only be shared with individuals directly involved in the complaint investigation and resolution process.

7. Learning and Improvement

We view complaints as opportunities for learning and improvement. Feedback received through complaints will be analysed to identify trends, areas for improvement, and opportunities to enhance our services and processes.

8. External Options for Resolution

If a complainant remains dissatisfied with the outcome of their complaint, they may choose to escalate their concerns to external bodies, such as the Health and Care Professions Council (HCPC) or the Care Quality Commission (CQC), for further review and resolution.

9. Contact Information

Complaints should be addressed to:

Practice Partners

Affinity Podiatry, 8 Southgate, Hessle, HU13 0DP

01482 234093

enquiries@affinitypodiatry.com

10. Review and Update

This Complaints Policy will be reviewed regularly to ensure its effectiveness and compliance with best practices and regulatory requirements. Updates or revisions to the policy will be communicated to staff as necessary.