Complaints Policy

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Introduction

At Patch and Purr Vets, we are committed to providing the highest standard of care to our patients and exceptional service to their owners. We understand that occasionally there may be concerns or complaints about the services we provide. This policy outlines our procedure for handling complaints to ensure they are resolved effectively and efficiently.

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Purpose

The purpose of this policy is to:

• Ensure that all complaints are handled in a consistent, fair, and timely manner.

• Provide a clear process for clients to raise concerns.

• Promote continuous improvement in our services by learning from feedback. 

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Scope

This policy applies to all complaints received by Patch and Purr Vets, whether they relate to clinical care, customer service, or any other aspect of our practice.

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How to Make a Complaint

We encourage clients to voice any concerns as soon as they arise. Complaints can be made in the following ways:

• In Person: Speak directly with a member of our team during your visit.

• By Phone: Call our practice at 01799 334321 and ask to speak with the Practice Manager.

• In Writing: Send an email to info@patchandpurr.co.uk or a letter to Patch and Purr Vets, Funston’s Commercial Centre, Arkseden Road, Clavering CB11 4QU.

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Complaint Handling Procedure

1. Acknowledgment: We will acknowledge receipt of your complaint within 3 business days.

2. Investigation: The Practice Manager or a designated team member will investigate the complaint thoroughly. This may involve reviewing records, speaking with relevant staff, and assessing the situation.

3. Response: We aim to provide a formal response within 10 business days. If the investigation requires more time, we will inform you of the delay and provide an expected resolution date.

4. Resolution: Our goal is to resolve complaints to the satisfaction of all parties. We will explain our findings, any actions taken, and any changes implemented to prevent a recurrence.

5. Mediation Service : If you are dissatisfied with the response a free impartial mediation service is available from the Veterinary Client Mediation Service (VCMS) which we are happy to particapte with. 

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Confidentiality

All complaints will be handled with strict confidentiality. Information will only be shared with those directly involved in the investigation and resolution process.

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Continuous Improvement

Feedback from complaints is an invaluable resource for improving our services. We will regularly review and analyze complaints to identify trends and areas for improvement.

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Contact Information

For any questions regarding our complaints policy or to raise a concern, please contact us at:

• Phone: 01799 334321

• Email: info@patchandpurr.co.uk

• Address: Patch and Purr Vets, Funston’s Commercial Centre, Arkseden Road, Clavering CB11 4QU.  

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Your feedback is important to us and we appreciate your assistance in helping us maintain the highest standards of care and service.