At Tidal Health we are very proud of the relationship we have with our patients and always strive to put our patients interests and healthcare above all else. We operate an automated Ratings & Review follow up email, asking for patients thoughts on every first appointment (excluding any CBT treatments). These submitted ratings & reviews are monitored weekly and are followed up if any submitted feedback requires it*.
If you wish to complain further about our service or have not received a Ratings & Review email from us, please let us know. We welcome feedback about the service we provide. We have a practice complaints procedure to help resolve problems quickly. Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be: within 12 months of the incident, or within 12 months of you becoming aware of the matter.
Send your written complaint to:
Simon Coote, Tidal Health, 2 Palmer’s Road, Emsworth, Hampshire, PO10 7DL – email simon@tidalhealth.co.uk
What We Do Next.
We aim to settle complaints as soon as possible.
We will usually acknowledge receipt within two working days, and aim to resolve the matter as soon as possible. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.
When the investigations are complete, a final written response will be sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been initially sent to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint.
The organisation Complaints Manager is: Simon Coote
Complaining on behalf of someone else.
We observe strict rules of confidentiality. If someone is complaining on your behalf we will require written authority from you so that he/she can act on your behalf.
If you are dissatisfied with the outcome.
Finally, should the issue not have been resolved via any of these avenues, you can pursue a formal complaint to the General Chiropractic Council (GCC), the regulatory body of the Chiropractic Profession at 44 Wicklow Street, London WC1X 9HL.
Telephone 020 7713 5155 – email enquiries@gcc-uk.org.
* Three stars or less.