If you are dissatisfied with the treatment or service you have received, or have a concern or complaint about any aspect of our services, this document will explain how you can report an issue.
What you can expect from us
Our aim is to resolve complaints as quickly as possible without compromising the quality of our investigation.
- We will ensure all complaints are handled promptly, openly and thoroughly
- Our complaints procedure will be fair for both complainant and staff
- We will ensure the process is supportive and without blame, leading to improved standards of service
- We will carry out a full investigation which is focused on resolution and being open and honest with all complainants
- If a resolution cannot be reached at a local level, we will inform the complainant about how to obtain an independent review
How to report an issue, provide feedback or make a complaint
You may wish to speak to the member of staff directly; this can be face to face or over the telephone and we will do our best to provide a resolution for you.
Alternatively, you may wish to contact our Complaints Team to provide feedback, to raise a concern, or to make a formal complaint at Experienceandfeedback@vhg.co.uk
If you are complaining on behalf of someone else, please include their written consent as this will speed up the process.
If you wish to raise a concern, or expression of dissatisfaction, we will undertake an internal review and take corrective action where appropriate, but you will not receive a formal response following our investigation.
How we manage complaints
If you wish to make a formal complaint, on receipt of your complaint we will:
- Acknowledge your complaint in writing within three working days
- Fully investigate the issues raised. This may involve a discussion with you
- We aim to provide a full written response within 20 working days of acknowledgement of your complaint. However, this time frame may vary depending on the complexity of your complaint
- Where appropriate, our response will explain any corrective action that we will take and an explanation of any rejection of part, or all, of your complaint
- Your complaint will remain confidential, if you wish, provided this is practical
Independent advice and help
We hope that if you have a problem, you will use our complaints procedure. We believe this provides the best chance to put right whatever has gone wrong and provides us with an opportunity to improve our service.
If you would prefer independent advice in the first instance, then you should consult with the person or organisation that referred you to Vita Health Group.
If you self-referred then you have the option to refer the matter to our professional body as outlined below.
If you were referred to our NHS Service, you can consult with your GP and you also have access to independent advice through The Patient Advice & Liaison Service (PALS).
To search for your local PALS, please visit:
https://www.nhs.uk/service-search/patient-advice-and-liaison-services-(PALS)/locationsearch/363
If you are unhappy with our response
If you are dissatisfied with the way Vita Health Group has dealt with your complaint, you can take the following steps:
If you are using an NHS service, you have the right to bring your complaint to the Parliamentary and Health Service Ombudsman. The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. For further information, please visit: https://www.ombudsman.org.uk/making-complaint
If you are unhappy with the care and treatment that was not provided or paid for by the NHS, you can contact either:
Health and Care Professionals Council: www.hcpc-uk.org/concerns/raising-concerns
British Association for Counselling and Psychotherapy (BACP): www.bacp.co.uk/about-us/protecting-the-public
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