1. Our Aim

Our Gut Wellness Practitioners are committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our patients, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

●                   making a complaint or compliment is as easy as possible

●                   we welcome compliments, feedback and suggestions

●                   we treat a complaint as a clear expression of dissatisfaction with our service which calls for a prompt response

●                   we deal with it politely and, when appropriate, confidentially

●                   we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

●                   we learn from complaints and use them to improve our service

We recognise that many concerns may be raised informally, and dealt with quickly.

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from patients about our services.

3. Compliments

We are always glad to hear from people who are satisfied with the services we offer.  Compliments are recorded, acknowledged, and a copy is sent to the relevant practitioner.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

5. Responsibilities

Gut Wellness Programme responsibility will be to:

●                   acknowledge the formal complaint in writing;

●                   respond within a stated period of time;

●                   deal reasonably and sensitively with the complaint; and

●                   take action where appropriate.

A complainant’s responsibility is to:

●                   bring their complaint, in writing, to our attention normally within 8 weeks of the issue arising;

●                   raise concerns promptly and directly with the appropriate person;

●                   explain the problem as clearly and as fully as possible, including any action taken to date;

●                   allow us a reasonable time to deal with the matter, and

●                   recognise that some circumstances may be beyond our control.

6. Confidentiality:

Except in exceptional circumstances, every attempt should be made to ensure that both the complainant and the relevant Gut Wellness Programme person maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure:

A complaint is defined as any expression of dissatisfaction, however it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. Written records will be kept by us at each stage of the procedure.

Stage 1

In the first instance, a complaint may be made directly to the practitioner or via email to info@gutwellness.uk. We will then establish the seriousness of the complaint. An informal approach is appropriate when a resolution can be more easily achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the patient should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different practitioner to make this explanation.

a)             A formal complaint can be made either verbally or in writing. If verbally, a statement should be taken by a practitioner.

b)             The complaint will be passed on to another practitioner where appropriate or discussed at a practitioner’s meeting.

c)             We will acknowledge the complaint within one week of receiving it.

d)             The complaint will be investigated and any conclusions and required action discussed with the practitioner involved or dealt with by the practitioner partnership.

e)             The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter/email must be sent explaining why.

Further appeals

Stage 2 will be the final stage of our complaints procedure. If the complaint relates to a practitioner and the patient remains dissatisfied with the complaint or the way in which it was handled, then they have the right to complain to a practitioner’s professional body if they are a member of one.