Complaints Policy

1. Policy Aim

1.1. Concepta Diagnostics Limited is committed to high quality services. This policy outlines our commitment to dealing with complaints about the service provided by Concepta Diagnostics Limited. It also provides information about how we manage, respond to and learn from complaints made about our services.

2. Policy Statement

2.1. Concepta Diagnostics Limited will treat complaints seriously and ensure that complaints, concerns and issues raised by customers or third parties engaged with Concepta Diagnostics Limited are properly investigated in an unbiased, nonjudgmental, transparent, timely and appropriate manner. The outcome of any investigation, along with any lessons learned will be explained to the complainant.

3. Scope

3.1. This policy applies to the handling of complaints or concerns relating to services provided by Concepta Diagnostics Limited. This policy applies to all Concepta Diagnostics Limited staff, including those engaged to provide services on our behalf.

4. Arrangements for Dealing with Complaints

4.1. Concepta Diagnostics is committed to providing a high-quality service, aiming to ensure that our customers are always pleased with the experience. We take complaints, concerns, and issues very seriously.

4.2. We pledge that complaints, concerns and issues raised by customers are properly investigated in an unbiased, non-judgemental, transparent, timely and appropriate manner. The outcome of any investigation, along with any lessons learned will be explained to the complainant.

4.3. Concepta Diagnostics will ensure that a record is maintained of each compliant received, with chronological notes of the investigation made, outcome and actions. In line with Regulation 24 of the Independent Healthcare Wales (2011), details of any necessary actions to improve the quality of our service will be logged and actioned accordingly.

5. How to Make a Complaint

5.1. We aim to ensure that you are pleased with the service at all times, and take complaints, concerns, and issues very seriously.

If you would like to log a complaint, we confirm that is will be investigated in a
transparent, timely and appropriate manner.

5.3. Complaints can be made by email either by contacting via email:
care@myhealthchecked.com or by using the Contact Us Function on our website, or via telephone 02920 351454.

5.4. During our review of your complaint, we aim to:

• Find out what went wrong and will issue an apology where appropriate
• Identify what we can do to ensure the problem does not arise again

5.5. Our complaints procedure is designed to close complaints as quickly and efficiently as possible, while keeping you regularly informed, as far as reasonably practicable, as to the progress of the investigation.

5.6. Our aim is to:

• Provide an acknowledgement within 48 business hours (customer care team business hours are 9am-5pm, Monday to Friday)
• Resolve a complaint within 10 business days

5.7. Complaints Process

5.8. If our customers are not satisfied that their complaint has been resolved, in line with Regulation 24 of the Independent Health Care Wales (2011) we will advise them of their right to raise this with:

Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

Telephone: 0300 062 8163