top of page

Compliments & Complaints

We Value Your Feedback

At Silver Screen Medics, we strive to deliver the highest standards of care and support. Your feedback is vital in helping us achieve this goal and continuously improve our services. Whether you want to share a compliment, provide constructive feedback, or raise a concern, we welcome and encourage you to get in touch.

​

Compliments

If you are pleased with the service you have received, we would love to hear from you! Sharing compliments not only helps us recognize and celebrate the hard work of our team members but also motivates us to continue delivering excellent care.

​

To share a compliment, you can:

 

All compliments will be shared with the relevant team members, and we will acknowledge your feedback as soon as possible.

​

Complaints

If you feel that our service has not met your expectations or if you have a concern, we want to know so we can address the issue promptly and learn from your experience. Our goal is to resolve any complaints in a fair, transparent, and timely manner.

​

How to Raise a Complaint:

  1. Speak to a Member of Staff: If you feel comfortable, please speak directly to the staff member involved or ask to speak to a manager. Many issues can be resolved quickly and informally in this way.

  2. Submit a Formal Complaint: If you would prefer to make a formal complaint, you can do so by:

 

What Happens Next:

  • We will acknowledge receipt of your complaint within 7 working days.

  • A senior manager will review your complaint and may contact you to gather additional information.

  • We aim to investigate and respond to all complaints within 20 working days. If we require more time, we will inform you of the reason and provide an updated timeframe.

  • You will receive a written response detailing the findings of our investigation and any actions taken as a result.

 

Appeals Process: If you are not satisfied with the outcome of your complaint, you can request an internal review.

 

Alternatively, you can escalate your complaint to the relevant external bodies, such as the Care Quality Commission (CQC).

​

 

Contact Information for External Escalation: If you wish to escalate your complaint or provide feedback directly to the CQC, please use the following contact details:

​

Confidentiality and Anonymity: All feedback is treated confidentially, and you can choose to remain anonymous if you prefer. However, providing your contact details will help us to follow up and resolve your complaint more effectively.

 

Our Commitment: At Silver Screen Medics, we are committed to listening to your feedback and using it to improve our services. We believe that all feedback, whether positive or negative, is an opportunity to learn and grow.

​

If you have any questions about our Compliments and Complaints Policy, please do not hesitate to get in touch with us.

bottom of page