Complaints Policy
Quanta Healthcare Ltd T/A Virtual Slimming Clinic
Address: 85 Great Portland Street First Floor London W1W 7LT
Our Commitment to You
Quanta Healthcare Ltd is committed to providing exceptional care and service. We value patient feedback and take complaints seriously. This policy explains how to raise a concern, how we manage complaints, and what to expect during the process.
How to Make a Complaint
We aim to resolve complaints promptly and transparently. Patients can raise concerns via the following methods:
Email: info@thevirtualslimmingclinic.co.uk
Post:
85 Great Portland Street
First Floor
London
W1W 7LT
Please include:
- Your full name and contact details.
- A description of the issue, including any relevant dates or prescription numbers.
- Details of the resolution you are seeking.
Acknowledgement
Investigation and Response
- We aim to provide a full response within 20 working days.
- If further investigation is required, you will receive updates on the progress and an explanation of any delays.
- A resolution will be provided within 5 days of completing the investigation.
Resolution
Our response will include:
- An explanation of what happened and any corrective actions taken.
- Steps to ensure the issue does not recur.
Clinical Complaints
If your complaint involves a clinical matter, the relevant practitioner may be consulted to ensure a thorough investigation. All information shared will remain confidential and handled with your consent.
Learning and Improvement
We treat complaints as opportunities to improve our service. Issues raised are:
- Reviewed as part of regular clinical and governance meetings.
- Used to identify trends and implement improvements.
Patient Support
We assure you that making a complaint will not impact the quality of care you receive. If you require assistance accessing this complaints process, our team will be happy to help.
Time Limits
Complaints should ideally be raised within 6 months of the incident or within 6 months of becoming aware of the issue. Complaints outside this timeframe may be considered at our discretion.
Privacy and Confidentiality
We handle complaints in accordance with GDPR and the Data Protection Act 2018. Any personal information shared will only be used to address your complaint and improve our services.
