Feedback | Clinical Solutions | decisions for health

Feedback procedure

Clinical Solutions is committed to providing a quality service and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. Therefore we aim to ensure that:
1. Making a complaint is as easy as possible
2. We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response
3. We treat it seriously whether it is made in person, by telephone, by letter,
  by fax or by e-mail
4. We deal with it promptly, and politely
5. We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc
6. We learn from complaints, use them to improve our service, and publish information on complaints
How do you make provide feedback?

You can provide feedback in writing, by fax, by e-mail, by telephone or in person. If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address. Please refer all complaints to:

Ian Moody,
Clinical Solutions,
Scott House,
Alencon Link,
Basingstoke,
Hampshire,
RG21 7PP
Tel: +44 (0)1256 337 300,
Fax: +44 (0)1256 337 399,
email: enquiries@clinicalsolutions.com

What happens next?
- All feedback are logged. We will acknowledge your feedback in writing within 5 working days and explain who it has been passed onto within the organisation for a more detailed response.
- Once the initial response has been dealt with satisfactorily a fuller written response will be sent within 15 working days from receipt of original feedback.
- If it is not possible to give you a full reply within this time – for instance, because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your feedback, when you can expect the full reply and from whom.
- That full reply will include details of who to contact next if you believe that your feedback has not been dealt with properly. This will normally be the appropriate manager.
If you are not satisfied with the feedback, you can ask for your complaint to be referred to the relevant Director.
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Feedback procedure

How do you make provide feedback?

What happens next?