Our aim is to provide you and your pet with the best possible service and care. Please let us habe your feedback, comments and suggestions so we can endeavour to improve and make our service more suited to your needs. Our local term of Vets, Nurses, Receptionists and Practice Managers will take your comments seriously and will want to know how we can help.

COMPLAINTS:

If you have encountered any problems with our services, please let us know:

  • In the first instance, tell the person in charge of your pets care- they may be able to resolve your concern there and then.
  • If they are unavaliable, please discuss your concerns with any member of our team who will only be too happy to help- We would much rather talk to you about it now.
  • Alternatively, you are welcome to write to us. Please address all correspondence to our Practice Manager or Clinical Director. It would be helpful to provide the following information:
    •  Your name, address and convenient contact telephone and email
    • The name if your pet
    • The date on which you last attended the clinic
    • A brief description of your concerns
    • A summary of what in your opinion we can do to best deal with your concerns.
  • In general, if you have any concern, it is best to raise the issues as soon as possible- this will make it easier for us to investigate and resolve any matters, which are still ongoing.
  • If any of our staff were involved, it would be helpful if you can provide us with their names.
  • In the event your complaint is relating to an out of hours service or referral treatment that was not provided by our staff, we would ask you to firstly direct the complaint to the relevant service provider. If you are not sure whether or not this was the case, please ask any practice staff and we will then be able to clarify to whom the complaint should be directed at. We would also appreciate it if tou could keep us updated with the outcome.

We will treat any point you raise in confidentiality. Upon recieving your letter, we will aim to contact you to find out more information. Please let us know the most convenient time to contact yourselfs in the complaint letter. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able to do so.

In normal circumstances, we would aim to have addressed your complaint within 14 days of recieving it.

 

ESCALATION OF COMPLAINT:

If you are not satisfied with the outcome of this process, you may raise your concern with us again. Please email us stating what you feel is the best outcome and we will be able to look into the complaint again. Alternatively you can seek advice and contact the Veterinary Client Mediation Service on www.vetmediation.co.uk.

 

GENERAL FEEDBACK:

If you have any general comments please email the practice email address ralphchambersvets@hotmail.com or you could write to us by sending a letter in the post or dropping it into the practice.

Thank you for taking the time to give us your thoughts

 

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