| COMPLAINTS PROCEDURE |
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Bell Equine Veterinary Clinic is committed to using complaints from clients to continuously monitor and improve the services it provides. We welcome clients to speak up when standards of care and service fall below their expectations. We also welcome comments from clients where the standard of care and service has been considered good, so that this information can be forwarded to the appropriate staff. In this way, we can strive to continuously improve the quality of the service that we offer. How to complain: We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as quickly as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. • Complaints concerning reception / office staff and procedures, and complaints concerning the treatment of your horse during a visit to your yard / home should be addressed to Julian Samuelson MRCVS (managing partner). • Complaints regarding an examination or treatment of your horse at the clinic should be addressed to Tim Mair MRCVS (Hospital partner). • Complaints regarding fees should be addressed to the appropriate partner (as above) as soon as possible after receipt of the invoice. Alternatively, you may ask for an appointment with Julian Samuelson or Tim Mair in order to discuss your concerns. What we shall do: We shall endeavor to acknowledge your complaint within two working days, and aim to have looked into your complaint within ten working days of the date that you raised it with us. We will then be in a position to discuss it with you or arrange a meeting with the people involved. When we look into your complaint we will aim to: • Find out what happened and what went wrong • Make it possible for you to discuss the problem with those concerned (if you would like to do this) • Make sure that you receive an apology, where this is appropriate • Identify what we can do to make sure the problem does not happen again |
