Complaint procedure
Complaints Procedure
We are committed to ensuring we provide access to a high-quality occupational health service. Heales Medical, our occupational health provider, encourages open feedback and aims to resolve any concerns promptly and professionally.
If a member of staff is unhappy with any aspect of the service, they are encouraged to raise a complaint. Key points of the complaints procedure include:
- Support available – Staff may wish to speak with their HR Business Partnering Team or the Staff Wellbeing Manager - Wendy Carey in the first instance for advice or support, or to involve them in the complaints process.
- Simple process – Complaints to Heales Medical can be made verbally or in writing.
- Acknowledgement – All complaints are acknowledged within 3 working days.
- Three-stage resolution process:
- Stage 1: The complaint is dealt with locally by the Occupational Health (OH) team or Contract Manager. The aim is to resolve it within 10 working days.
- Stage 2: If unresolved, the complaint can be escalated in writing to the Contract Manager or Operations Manager for review and further investigation.
- Stage 3: If the outcome remains unsatisfactory, the complaint is reviewed by senior leadership at Heales, including the Managing Director/CEO or Chief Medical Officer.
- Confidentiality – All complaints are handled in line with data protection and professional standards.
- Learning and improvement – Complaints are reviewed regularly by Heales to help improve future service delivery.
To raise a complaint directly with Heales Medical, please contact:
Complaint Management Team
Heales Innovation Group
29 Bridge Street, Hitchin, SG5 2DF
Tel: 03333 449089
Email: healesoh@heales.com
staff.