Exclusive Heath aims to provide a high quality, efficient service to our customers and maintain an efficient and professional working relationship with our experts. In all aspects we aim to get things right first time.
We listen to both positive and critical comments and use them to improve our services. So, if you have views about our service or about the way a case is being handled, we would like to hear them. These pages contain our complaints procedure and guidance on using it.
DEFINITION OF A COMPLAINT
A complaint is any written or spoken expression of dissatisfaction with the service we provide, and we take complaints seriously. We aim to:
deal with complaints openly and thoroughly
resolve complaints promptly
update the client or expert on progress throughout the complaint process
arrive at a satisfactory resolution
learn from complaints and so improve our processes and service levels
MAKING A COMPLANT
A complaint can be made by any medium. This includes, letter, social media, email, telephone or in person. We urge all complainants to put their complaints in writing to ensure we have enough detail information to process a complaint effectively and deal with all concerns raised comprehensively. We recognise that customers may not wish to do this, and we will engage with customers regardless of how complaints are made to achieve a successful resolution.
Written complaints should be sent to: Jo Johnson, Head of Customer Experience, Floor 2, St Georges House, 56 Peter Street, Manchester, M2 3NQ
Email complaints should be made to firstname.lastname@example.org
HOW WE DEAL WITH YOUR COMPLAINT
Exclusive Health’s complaints procedure has three stages, as follows:
The first stage of the complaints procedure for enquiries is ‘informal resolution’. The service issue should be raised in the first instance to the case handler, if relating to a medical report the issue should be raised with the expert liaison team. Informal resolution aims to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means; for example, providing an information update.
You can raise your concerns immediately by speaking to a member of staff on 0161 711 0885. We will respond promptly, and in any case within three working days of receipt. If this is not possible, we will explain why and give you a new deadline.
Stage 2 – formal complaint.
If you are not happy with the initial response you receive, you may get back in touch with us and ask for your complaint to be referred to an Operations Manager who will aim to resolve the issue. You should receive a response within 7 working days of that escalation. If this is not possible, you should expect be kept informed of progress.
Stage 3 – final stage resolution
If, following your second response you remain dissatisfied, you can ask for your complaint to be referred to the Head of Customer Experience, who will reply in writing within 10 working days, or write to let you know why this cannot be done and provide you with a new deadline.
ROOT CAUSE ANALYSIS
Regardless of whether we uphold or reject your complaint, we will always review the circumstances and issues that led to your complaint being made. We carry out internal root cause analysis to identify any systemic issues that may have caused a failure in service to learn lessons that we can feed back into our business to improve our customer experience
We will learn from our complaints and ensure that we make appropriate changes to our approach and/or practices because of the lessons learnt and such changes will be part of our regular reporting requirements.
We are aware that there may be a requirement to offer some assistance to complainants in making their complaint. To vulnerable or disabled complainants who have asked for reasonable adjustments and to complainants who need to communicate with us in an alternative language, therefore we have training in place for members of staff, which provides information on how to recognise customer vulnerabilities, how to manage them and ensure appropriate measures are in place to meet all needs. It is important that we deal with vulnerable complainants sensitively and in line with our guidance.