Complaints

Bath Ear care is committed to providing its patients and visitors with treatment and service to a high standard. We welcome your views / opinions on our service so we can improve it. We encourage you to complete an online review via Google or contact us with your feedback (www.bathearcare.co.uk). Google reviews accommodate both positive and negative feedback. All feedback is monitored monthly and is used to improve the service.

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 of a Bath Ear Care Microsuction Practitioner. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.

When can I make 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. There is 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 Bath Ear Care 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.

Our aim is to resolve complaints quickly and as close to the source of the complaint as possible using conciliation. If you do wish to continue with a formal complaint you can do this by writing a letter or email addressed to:

Mrs Emma Brown 
Service manager/practitioner

Bath Ear Care 
Fairfield Park Health Centre,
47 Tyning Lane,
Bath, Somerset , BA1 6EA
emma@bathearcare.co.uk

Any correspondence will be acknowledged within 3 working days of receipt and then investigated. You should receive a full response or be invited to a meeting with the people involved within 21 working days. You should also be informed if investigations are going to take longer.

When looking into your complaint, we will aim to: 

•     Decipher what happened and what went wrong
•     Give the patient/visitor the opportunity to discuss the problem with those concerned
•     Ensure you receive an apology, where this is appropriate
•     Identify what we can do to make sure the problem doesn’t re-occur

If you remain unsatisfied by our response and attempts to address your complaint or issues raised, you can make a complaint to ICAS:

Independent Healthcare Sector Complaints Adjudication Service
info@iscas.org.uk
020 7536 6091
Alternatively, if you need to post any correspondence  details as follows:
ISCAS, CEDR, 3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU

If you still remain unsatisfied by our attempts to resolve the complaint you can contact the Ombudsman.

The Health Service Ombudsman
0345 015 4033
phso.enquiries@ombudsman.org.uk
Alternatively, if you need to post any correspondence  details as follows:
Millbank Tower, Millbank, London SW1P 4QP.