COMPLAINTS PROCEDURE
Somerset Ear Microsuction – Complaints Procedure
Somerset Ear Microsuction are committed to providing its patients and visitors with treatment and service to the highest standards. We like to know how well we provide our services and it is for this reason we encourage you to complete a Trustpilot online review via our website (www.somersetearmicrosuction.co.uk) or Google Reviews, there is also the ability to leave Feedback via the CQC widget on the website. This allows both positive and negative feedback. The responses are monitored monthly and are used to improve our services.
However if for any reason you are unhappy you have the right to make a complaint about any aspect of your care, treatment or the service you received.
Who can complain?
A complaint can be made by a patient or person affected by the actions or decisions of a Somerset Ear Microsuction Practitioner. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.
What is the time limit for making a complaint?
You should normally complain within 4 weeks of the event(s) concerned or within 4 weeks of becoming aware that you have something to complain about, providing that it is within 12 months of the event. Somerset Ear Microsuction have discretion to waive this time limit if there are good reasons why you did not complain earlier.
Who should I complain to?
In the first instance, you can raise your concerns by speaking to a member of staff at the time or after the consultation. The member of staff may be able to resolve your concerns without the need to make a more formal complaint. Alternatively, in some cases, you may feel more comfortable speaking to someone not directly involved in your care.
We aim to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means; for example, use of conciliation.
If you do wish to continue with a formal complaint you can do this by writing a letter or email addressed to:
Mr Steven Mahoney
Partner/practitioner
Somerset Ear Microsuction
The Meadows Surgery,
Canal Way,
Ilminster,
Somerset
TA16 5NL
Email: steve@somersetearmicrosuction.co.uk
Your correspondence will be acknowledged within 3 working days of receipt and then investigated further. You should receive a full response or offer of a meeting with the people involved within 21 working days. You should also be informed if the investigations are going to take longer.
When looking into your complaint, we will aim to:
· Find out what happened and what went wrong
· Make it possible for you to discuss the problem with those concerned
· Make sure you receive an apology, where this is appropriate
· Identify what we can do to make sure the problem doesn’t happen again
If you remain unsatisfied with the response received to your complaint, you have the right to an independent external mediation of your complaint. Requests for independent external mediation should be made to the Centre for Effective Dispute Resolution (CEDR)
CEDR is an independent dispute resolution provider certified by a number of bodies including the Chartered Trading Standards Institute to mediate disputes between patients and healthcare providers that have not been resolved through the providers own complaints procedure.
Complainants cannot access mediation until they have exhausted our internal complaints process and CEDR will direct complainants back to Provider where appropriate. You can find out how to refer your complaint to CEDR by visiting their website: https://www.cedr.com/consumer/healthcare/privatehealthcaremediation/
You can also contact CEDR as follows:
CEDR, 100 St Paul’s Churchyard, London, EC4M 8BU
Email: applications@cedr.com
Telephone: 0207 520 3800
This Privacy Policy outlines Somerset Ear Microsuction (" we ", " our " or " the Company ") practices with respect to information collected from users who access our website at https://www.somersetearmicrosuction.co.uk (" Site "), or otherwise share personal information with us (collectively: " Users ").
We receive your Personal Information from various sources:
We do not rent, sell, or share Users’ information with third parties except as described in this Privacy Policy.
We may use the information for the following:
In addition to the purposes listed in this Privacy Policy, we may share Personal Information with our trusted third party providers, who may be located in different jurisdictions across the world, for any of the following purposes:
We may also disclose information if we have good faith to believe that disclosure of such information is helpful or reasonably necessary to: (i) comply with any applicable law, regulation, legal process or governmental request; (ii) enforce our policies (including our Agreement), including investigations of potential violations thereof; (iii) investigate, detect, prevent, or take action regarding illegal activities or other wrongdoing, suspected fraud or security issues; (iv) to establish or exercise our rights to defend against legal claims; (v) prevent harm to the rights, property or safety of us, our users, yourself or any third party; or (vi) for the purpose of collaborating with law enforcement agencies and/or in case we find it necessary in order to enforce intellectual property or other legal rights.
We do not use a third-party advertising technology to serve advertisements when you access the Site.
We do not provide you with marketing/promotional materials, concerning our services.
If you have any general questions about the Site or the information we collect about you and how we use it, you can contact us at steve@somersetearmicrosuction.co.uk.
Somerset Ear Microsuction
The Meadows Surgery
Canal Way,
Ilminster,
Somerset
TA19 9FE
Last Modified 18/07/2021