Compliments & Complaints
Your satisfaction with our service is of paramount importance to us. We would like you to tell us straight away about any problems you have experienced, so that we can deal with them quickly and improve our service for the future. In addition, please do let us know about aspects of our DEXA services that you have appreciated.
You can complete a quick and easy questionnaire about your experience. This information will help us to understand where we are getting things right and identify areas we need to improve.
If something does go wrong, we have a simple procedure in place to ensure that your concerns are dealt with quickly and effectively. The first step is to speak to a member of staff at our clinic. If we cannot resolve your concern to your satisfaction at the time of your appointment and you wish to make a formal complaint, you can address that complaint as follows:
– By emailing our Head Office: firstname.lastname@example.org
– By completing the online form in our website.
– By calling 0161 929 5679 and ask for the Director of Quality and Compliance or Director of Clinical Services.
– By writing to the Chief Executive Officer, – Diagnostic Healthcare Ltd.
Diagnostic Healthcare Ltd, The Royals, 353 Altrincham Road, Sharston, Manchester, M22 4BJ
What is the time limit for making a complaint?
You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have something to complain about.
Information about your complaint:
It is important that you provide us with detailed information about your complaint including:
Background, location and date, staff involved, type of scan, the issues that you would like to address and what it is that you hope to achieve through the complaint process.
We aim to give you a written acknowledgement of your complaint within 5 days of receipt. A full response will be made within 10 working days. If for some reason the process can’t be completed within 10 days, you will receive a letter keeping you informed of the progress. All complaints are dealt with confidentially and impartially.
One of the senior managers will handle your complaint and this will be co-ordinated by the Quality Manager. If you are not happy with the outcome of the complaint you are entitled to request the matter be brought before the Chief Executive Officer.