We hope that you never have any reason to complain about our service, however we always welcome feedback and if you have not had a good experience, we’d like to know why you are unhappy so that we may take steps to resolve the situation or explain our actions. The following will explain how to complain:
When should I complain?
You should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you. If they cannot help or you wish to speak to someone else, you can ask to speak to the manager of that team. If this is not possible, or if you are not satisfied with the help provided by the manager, please send a written complaint so the matter can be investigated.
Where should I send my complaint or comment?
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Email
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complaints@headmedical.com
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Post
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Gemma Evans, Head of Business Operations & Compliance, Head Medical, 2 Manor Place, Edinburgh, EH3 7DD
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Telephone
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0131 473 4915
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Clinical Complaints
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Email
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Priscilla@headmedical.com
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Post
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Priscilla Scott, Nurse Manager, Head Medical, 2 Manor Place, Edinburgh, EH3 7DD
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Telephone
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0131 240 5267
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What details do I have to give?
When you write to us, please give us your:
What will happen to my complaint?
Depending on the nature of the complaint, we will assign a named person from our management team to investigate it personally. We will acknowledge receipt of your complaint within 2 working days, letting you know who is investigating your complaint. We aim to investigate the complaint within 5 working days. If your complaint is more complex or involves people who are not available at the time, we may extend this to 10 working days but we will always let you know when you should expect to receive a full response. We may contact you within this period to seek further information or clarification. At the end of the investigation we shall contact you to inform you of our decision and actions taken.
What happens if my complaint is upheld?
If any part of your complaint is upheld Head Medical will apologise and aim to improve the service - for example, by reviewing procedures or arranging for staff training. In extreme circumstances, disciplinary procedures may be exercised.
What if I am not happy with the reply?
You should contact our Managing Director who will ensure that your complaint and our response is reviewed:
Jim Godsal
Managing Director
Head Medical
2 Manor Place, Edinburgh, EH3 7DD
Tel: 0131 226 2200
Email: complaints@headmedical.com
Referral to Immigrations Advisors Authority
If your complaint relates to the provision of advice or services to you by our New Zealand licensed immigration advisers at Head Medical, you can also take your complaint to the New Zealand Immigration Advisers Authority, who will accept complaints lodged on the grounds of either negligence; incompetence; incapacity; dishonest or misleading behaviour and/ or a breach of the IAA code of conduct. Should you wish to do this, you can find details of the IAA complaints procedure at the following link: http://www.iaa.govt.nz/docs/complaint-about-adviser.pdf.
Referral to Nursing and Midwifery Council (NMC) or the Health & Care Professions Council (HCPC)
If the complaint relates to a Registered Nurse or Operating Department Practitioner and warrants escalation to the Nursing and Midwifery Council (NMC) or the Health & Care Professions Council (HCPC) we will follow their procedural guidance.
Referral to Care Inspectorate
To make a complaint to the Care Inspectorate you can:
Regulatory Body (Recruitment and Employment Confederation (REC)
You can also contact the Recruitment and Employment Confederation (REC), the governing body for the regulation of the Recruitment Industry, of which we are a member, by writing to the Professional Standards Manager, The REC, Dorset House, First Floor, 27 – 45 Stamford Street, London, SE1 9NT.