Complaints Policy

Ultima Vitality makes every effort to ensure high levels of customer service and patient care. We welcome customer feedback and suggestions, so that we can continually improve our services to ensure patient satisfaction.

Customer Feedback & Suggestions

Ultima Vitality values the views of its patients, staff and visitors and uses them to inform the provision of treatment and care of patients. We constantly aim to improve the service we offer, therefore, we encourage all patients to inform us as to when we have met or exceeded their expectations or propose any suggestions as to how we may improve our services. Patients are welcome to leave feedback at any time, either in person at the clinic, through our contact form on our website, by email or over the phone.

General Complaints

If patients have a general complaint, the quickest way to resolve a problem is to speak directly to a member of staff or call the clinic on: 0161 434 7373 (Lines are open 9:00am-5:30pm Monday-Friday). If patients prefer to put their general complaint in writing, they can e-mail: [email protected]. Where possible, we endeavour to work with patients to try resolve the issue if we can.

Formal Complaints

If patients remain not satisfied with any of our work, levels of service or staff they can follow the process for raising a formal complaint. In the event of a formal complaint, patients are asked to write to the Practice Manager either by email to [email protected] or by post to:

The Practice Manager

Ultima Vitality

718A Wilmslow Road

Manchester M20 2DW

What information we will require from the complainant

We will need:

• a clear, detailed description of what the complaint is about
• the name of the complainant and their email or postal address or postal address to reply to

 What Happens Next?

We will acknowledge complaints within 10 working days and aim to look into the complaint within 30 working days of the date it was raised. We shall then be in a position to offer an explanation or arrange a meeting if appropriate. Should there be any delays in this process, we will let the complainant know and tell them when they can expect a reply.

When looking into a complaint we shall aim to:

• Find out what happened and what went wrong.
• Identify what we can do to make sure the problem does not happen again.
• If the complaint is on behalf of another person, the rules of medical confidentiality will be kept and written consent from the patient will be required.

 Period within which Complaints can be made

Complaints must be made within 12 months of the incident happening. Where a complaint falls outside of the above time frame, the Practice Manager may still decide to investigate it if the complainant has a good reason for the delay and despite the delay the matter can still be investigated effectively.