At Olive Health, we pride ourselves in always providing the best service and the best product for our clients. We are always looking for ways to improve the services we offer, and to do this effectively, we need to know what you think about the services you receive.
To raise a concern, complaint or to bring an issue to our attention, please contact us by email at contact@olivehealthandtravel.co.uk or by completing the form on this link:
https://olivehealthandtravel.co.uk/contact-us
OUR COMPLAINTS PROCEDURE If you have a complaint about the service you have received from any member of staff working in this clinic, please let us know. We operate a Complaints Procedure which meets national criteria.
Note: If you make a complaint it is organisation policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
HOW TO COMPLAIN: In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Clinic Manager who will try to resolve the issue and offer you further advise on the complaint’s procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the company to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
– Within 12 months of the incident that caused the problem
OR
– Within 12 months from when the complaint comes to your notice
We will acknowledge your complaint within three working days and aim to respond to any complaints pending investigation within 10 working days.
We will arrange a meeting with you to discuss the complaint where required, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.
When the company looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what the company can do to make sure the problem does not happen again
Note: In order to investigate your complaint fully, any member of staff mentioned in the complaint will be made aware of the issues you have raised and will have an opportunity to comment on them.
COMPLAINING TO OTHER AUTHORITIES:
Care Quality Commission: If you have a genuine concern about a staff member or regulated activity carried on by this Company then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk
Note: The CQC does not handle or respond to complaints but will look into regulatory concerns.
FURTHER ADVICE:
If you would like further advice or help with raising a complaint, you can contact the local Citizens Advice Bureau in Redbridge. You can contact them at:
Citizens Advice Redbridge
Redbridge Central Library
Clements Road
Ilford IG1 1EA
Tel: 020 8514 1878
Web: https://www.citizensadvice.org.uk/local/redbridge/