Metro Health & Wellbeing aims to provide an open, accountable and efficient service to all our customers. Whilst every effort is taken sometimes mistakes are made. A complaint process has been set up for people who feel dissatisfied about the service or treatment they receive. You have a right to complain and to have it investigated. We aim to learn from any mistakes and the complaints procedure is seen as very important in this continuous programme of improvement. We can also learn from compliments and this is therefore contained within this policy.
How to Make a Complaint
The first step is to raise your complaint with any member of Metro Health & Wellbeing. If the matter is not resolved, then please ask for the complaint to be passed to a member of the management team. A member of the management team will then contact you within 48 hours and work with you to resolve the matter. If following this, you are not satisfied then please ask for the complaint to be passed to the Clinic Director who will investigate the matter and ensure a response is made within 48 hours.
What to tell us when making a complaint
To deal with your complaint appropriately we need to know:
• Your name, address and contact details
• What you are complaining about
• The names of the people involved where applicable
• Your ideas on how you wish to see the issue resolved
What you can expect
We would hope that wherever possible your concerns would be resolved at the first point of contact. If a formal complaint is made you will receive an acknowledgment within 48 hours of the receipt of your complaint. The complaint will be investigated and you will normally receive a full response within 5 working days, unless your complaint is particularly complex in which case we will advise you and provide an estimated timescale as to when you should expect to receive a response.
If a patient provides praise about any of Metro Health and Wellbeing’s services this feedback will be sent to the individual and their manager, exceptional praise is sent to all member of Metro Health & Wellbeing with congratulations attached to it from a member of the senior management team. The praise is also reviewed to see if any part of the praise identifies anything that could be used as a model for improvement that the whole company can adopt.
What Action You Can Expect us to Take
Should we fall short of what is expected an evaluation process will take place to identify the causes for concern enabling strategies to be put in place to rectify the problem and prevent or eliminate further recurrences.
Informal Non Serious Complaints
Will be dealt with in a sensitive manner by the relevant person and any areas of support or training required will be arranged.
Formal or Informal Serious Complaints
A meeting will be held to listen to the interpretation of events and from this it can be decided if further disciplinary action is required. If a system has failed, this will be reviewed with the assistance of the Operations Manager and / or Clinic Director and recommendations for improvement will be put forward and then implemented.
Where to Send Your Complaint or Compliment
Telephone 0161 745 7551 or 0151 515 2323
Address Metro Physio, The Crescent Consulting Rooms, 30 The Crescent, Salford, Manchester, M5 4PF