Complaints & compliments
Your feedback makes us better. We are committed to listening to every patient, celebrating what we do well, and acting quickly and openly when something falls short.
Our complaints process complies with the Care Quality Commission's requirements, including Regulation 16 (Receiving and Acting on Complaints) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Compliments
If a member of our team has given you outstanding care, we would love to know. Compliments are shared directly with the clinician or staff member concerned and with their team. You can:
- Tell any member of staff at your clinic
- Email or call us on 01625 810636
- Leave a Google review for your clinic, which helps other patients choose with confidence
Raising a concern
Many worries can be resolved on the spot. If something is not right during your visit, please tell a member of the clinic team straight away and we will do everything we can to put it right there and then.
If you have a clinical concern after a procedure, such as increasing redness, swelling or bleeding that will not stop, contact the clinic promptly on 01625 810636. In a medical emergency, call 999, or call 111 for urgent advice.
Making a formal complaint
If you wish to make a formal complaint, you can do so:
- In writing: Canova Medical Limited, 36A Alderley Road, Wilmslow SK9 1JX
- By email: info@canovamedical.com
- By phone: 01625 810636 (Monday to Friday, 9am to 6pm)
- In person: to any clinic manager
A complaint may be made by a patient, or by a representative acting on a patient's behalf with their consent.
What happens next
- Acknowledgement. We acknowledge your complaint within 3 working days of receipt.
- Investigation. Your complaint is investigated by an appropriate senior person who was not directly involved in the matter, with clinical input where needed.
- Response. We aim to provide a full written response within 20 working days. If the investigation needs longer, we will tell you why and keep you updated.
- Learning. Every complaint is logged, reviewed at governance level and used to improve our service. Where we have got something wrong, we will say so, apologise and explain what we are changing.
If you remain dissatisfied
We hope to resolve every complaint directly. If you are not satisfied with our final response, you may escalate your concerns to an independent adjudication service or other relevant independent bodies.
You may also share information about your experience with the Care Quality Commission (CQC), which regulates our clinics, at any time. The CQC does not investigate individual complaints but uses feedback to inform its inspections.
Making a complaint will never affect the quality or courtesy of the care you receive from us.
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