EIRA CLINIC is committed to providing a professional, safe, and high-quality service. If you are dissatisfied with any aspect of your experience, we encourage you to raise your concern so that it can be addressed promptly, fairly, and professionally.
We take complaints seriously and view them as an opportunity to improve our services.
Informal Resolution
Where possible, concerns should first be raised directly with a member of our team at the time of your visit or shortly afterwards.
Many issues can be resolved quickly through open discussion and clarification.
Formal Complaints
If you wish to make a formal complaint, it should be submitted in writing. Your complaint should include:
- Your full name
- The date of your appointment or treatment
- A clear description of your concern
- Any relevant supporting information
Formal complaints will be reviewed by senior management.
Acknowledgement
We aim to acknowledge receipt of a formal complaint within 3 working days.
Investigation
Your complaint will be investigated thoroughly and fairly. This may include reviewing treatment notes, speaking with relevant staff members, and assessing clinical documentation.
Where necessary, we may contact you for further clarification.
Response
We aim to provide a full written response within 14 working days. If the investigation requires additional time, we will inform you of the expected timeframe.
Our response will outline:
- The findings of the investigation
- Any action taken
- Any proposed resolution
Further Escalation
If you remain dissatisfied following our response, you may seek independent advice or refer the matter to the appropriate regulatory or advisory body where applicable.
Nothing in this procedure affects your statutory rights.
Commitment to Improvement
All complaints are recorded and reviewed as part of our ongoing commitment to maintaining high standards of care, professionalism, and client satisfaction.
We are committed to learning from feedback and continually improving our services.