At Releaf Clinic, we are committed to providing high-quality care and ensuring that your experience with us is positive. However, we understand that occasionally, things may not go as expected. If you have a concern or complaint, we encourage you to share it with us so we can resolve the issue and improve our services.
How to Raise a Complaint:
Speak with a Team Member: If you are experiencing an issue during your consultations or treatment, please feel free to discuss your concern with a member of our team. They may be able to resolve the matter quickly.
Contact Us via Email or Phone: If you prefer, you can submit your complaint by emailing us at resolutions@releaf.co.uk or calling our Patient Support team. Be sure to provide us with as much information as possible, including your name, patient ID, and details of your complaint.
Written Complaint: For more formal complaints, we ask that you submit your concerns in writing. This can be done by email or through our online contact form.
What to Include in Your Complaint:
● A brief description of the issue
● Any relevant details (such as dates, names of staff involved, and any actions already taken)
● How the issue has affected you
What Happens Next:
Acknowledgement: Once we receive your complaint, we will acknowledge this within 2 business days. We may ask for additional information if needed to help us fully understand your concerns.
Investigation: We will investigate your complaint promptly and fairly, ensuring all relevant information is gathered. This may involve reviewing records, speaking with staff, and gathering any necessary documentation.
Resolution: After our investigation, we will provide a response to you, detailing the outcome and any actions we have taken or plan to take. We aim to resolve all complaints as quickly as possible, generally within 10 working days. However, some may take longer to investigate. If this is the case, you will be informed directly.
Follow-up: If you are dissatisfied with the outcome, you have the right to request a review or escalation of the complaint to a senior manager.
Confidentiality: We take your privacy seriously. Any personal or sensitive information provided during the complaint process will be treated with the utmost confidentiality, in accordance with our privacy policy.
Feedback: We value your feedback and view complaints as an opportunity to improve. We appreciate your cooperation and patience as we work to resolve your concerns.