Patient/Customer information for compliments, complaints and feedback
Clinovia strives to deliver its services, to not only meet, but exceed the expectations of our patients and customers.
Feedback from healthcare professionals, patients and carers is crucial in helping us provide the best quality care and service. We welcome all forms of feedback favorable or otherwise.
We take great care to provide a professional, high quality service. However, if for any reason something does go wrong, your Patient Services Co-ordinator will be able to correct most problems. If you wish to speak to someone other than your co-ordinator regarding any aspect of our service you can contact the Regional Manager at your local office, our Medical Director, Superintendent Pharmacist or Nursing Director.
Should you wish to compliment us, make a complaint or offer any suggestions on how we can improve our service, please see below.
Compliments or suggestions
We would like to hear from you at any time with your concerns, suggestions or comments, contact us via our website, email us at welistentoyou@clinovia.co.uk or phone 01279 456738.
Complaints
As we work in close partnership with the NHS and other public sectors organisations, it is imperative that our quality improvement process mirrors those of our partners, for example the NHS complaints procedure.
- How to make a complaint?
If Clinovia has not met your expectations please complete the patient/customer feedback form, or ask your Clinovia key contact for a copy to be sent to you. Your complaint/feedback will be acknowledged and reviewed through the central Clinovia Improvement Process for the management of complaints, incidents and feedback.
Your complaint will be acknowledged within two working days of receipt and we will aim to provide you with feedback within fifteen working days. The complaint will be assigned to the relevant Manager(s) for investigation and response. A managerial contact is nominated to liaise and respond to you about the investigation and outcome of your complaint. - Your Rights should your complaint not be fully resolved
In the event that you are not satisfied with Clinovia’s response to your complaint you may request a further enquiry by members of our Senior Management Team. Please write to our Governance Manager at head office or send an email to feedback@clinovia.co.uk
The purpose of this procedure is to ensure that all our internal investigative processes have been robust and that the investigation is objective and without bias. The investigation would ordinarily be undertaken within one week of your request. A written response shall be sent to you within one week of the investigation’s completion. - Independent complaints procedure
If you continue to be dissatisfied with the result of our investigation you can contact the Healthcare Commission directly on 0207 448 9200, who can provide advice and support on quality of care and safety issues.
If you wish to make a formal complaint to our external regulatory bodies regarding our nursing service you can call the Commission for Social Care Inspection on their Customer Services Helpline 0845 015 0120 or the Scottish Commission for the Regulation of Care on 0845 603 0890.