Complaints
At Sozo Clinic, we are committed to providing safe, compassionate, and high-quality care. We recognise that there may be occasions where you feel dissatisfied with the service or treatment you have received, and we encourage you to let us know so we can investigate your concerns fairly and promptly.
We welcome feedback and complaints as an opportunity to learn, improve our services, and enhance patient care.
Raising a Concern
We hope that most concerns can be resolved quickly and informally by speaking with a member of our team at the time the issue arises. If this is not possible, you are welcome to make a formal complaint.
Complaints can be made verbally or in writing as you prefer. If you need assistance making your complaint, a member of our team will be happy to help.
If you are making a complaint on behalf of someone else, we may require the patient’s written consent before discussing confidential information.
What Happens Next?
* Your complaint will be acknowledged within 2 working days
* We aim to provide a full response within 21 working days
* If the investigation takes longer, we will keep you informed of the progress throughout
All complaints are handled sensitively, confidentially, and in line with guidance from the Care Quality Commission (CQC).
Making a complaint will not affect your ongoing treatment or care in any way.
Our Commitment to You
We will:
* Listen carefully to your concerns
* Investigate your complaint fairly and thoroughly
* Keep you informed throughout the process
* Offer an explanation and apology
* Identify any improvements needed to help prevent similar issues in future
Escalating a Complaint
We always aim to resolve complaints directly and satisfactorily. However, if you remain unhappy with the outcome, we may need to escalate the complaint to Head Office or further, appoint an independent mediation service/complaint investigation through the Independent Sector Complaints Adjudication Service (ISCAS).
Contact Us
Please direct all initial complaints to complaints@sozoclinic.co.uk
