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Complaints Procedure

At Be Safe Health, we strive to provide our patients with the highest standard of care and satisfaction. We understand, however, that there may be times when your experience does not meet your expectations. Our complaints procedure is designed to address any concerns swiftly and effectively, ensuring that any issues are resolved to your satisfaction.

Step 1: Raising Your Complaint

If you have a concern or are dissatisfied with any aspect of your care, we encourage you to bring this to our attention as soon as possible. You can raise your complaint by contacting us through one of the following methods:

Email: Send a detailed account of your concerns to our dedicated complaints email address. Please include any relevant information or documentation that could help us understand and investigate your complaint.

Phone: Call our clinic to speak directly with a member of our patient care team. They will listen to your concerns and begin the process of addressing your complaint.

In-Person: You are welcome to visit our clinic and request a meeting with a clinic manager or patient care advisor to discuss your concerns face-to-face.

Step 2: Acknowledgement of Your Complaint

We will acknowledge receipt of your complaint within 48 hours, confirming that the investigation process has begun. Our aim is to resolve all complaints efficiently and fairly, with a commitment to confidentiality and respect throughout the process.

Step 3: Investigation

Your complaint will be thoroughly investigated by a senior member of our team who was not directly involved in the matter. We may contact you to seek further information or clarification to ensure a comprehensive understanding of the issues raised.

Step 4: Resolution

Upon completing our investigation, we will provide you with a detailed response, including our findings and any actions taken or proposed to resolve your complaint. We aim to complete this process and communicate our response within 28 days of receiving your complaint.

Feedback and Learning

We view complaints as an opportunity to learn and improve our services. Feedback from our patients is invaluable in helping us to enhance our care
and prevent similar issues in the future.

At Be Safe Health, we are committed to addressing all complaints with empathy, transparency, and professionalism. Your trust and satisfaction are
paramount to us, and we are dedicated to ensuring that any concerns are resolved to the highest standard.

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