At Swift, we pride ourselves on our standards of care that we offer to both you and your pet. While we very much hope that your experience with us is a very positive one, there may unfortunately be circumstances where you feel that our performance fell short of what you expected.
We value all feedback, as this offers us the opportunity to potentially put things right and learn from the experience so that any shortfalls are corrected for the future.
If you would like to leave informal feedback then please do so vis contacting our practice manager, Alison Heath either via telephone (XXXX XXXX), e-mail (Alison.email@example.com) or via post (Alison Heath, Swift Referrals, Unit 706 Avenue E west, Thorp Arch Estate, Wetherby LS23 7GA).
If you would like to raise a formal complaint, then please do so in writing to our practice manager Alison Heath either via e-mail (Alison.firstname.lastname@example.org) or via post (Alison Heath, Swift Referrals, Unit 706 Avenue E west, Thorp Arch Estate, Wetherby LS23 7GA). Our procedure for addressing formal complaints is outlined below:
- For allegations other than those relating to professional misconduct we have a statute of limitations for complaints that elapses two months after the date of the alleged incident. For guidance as to what constitutes professional misconduct please see the Royal College of Veterinary Surgeons website (https://animalowners.rcvs.org.uk/home/)
- Once we have received a complaint, we will send an acknowledgement within 7 working days.
- The Directors of the practice will then investigate the complaint. This will involve a combination of review of clinical records, consultation with any staff members involved, and further communication with yourself. Should the complaint involve a Director, then they will be party to this investigation only as an interviewee as required.
- Once the investigation has been completed, the findings and any potential means of resolution will be communicated to you in the form of a letter. We would expect that the investigation would be completed within four weeks of receipt of the complaint. If for any reason this is not possible, a letter explaining the situation will be sent to you within that four-week period.
- If you remain dissatisfied with our response at this time, you are welcome to either meet with us in person or write to us using the addresses described above and we will strive to achieve a satisfactory resolution to your complaint.
- The Veterinary profession is regulated by the Royal College of Veterinary Surgeons (RCVS). If you feel that we have failed to resolve your complaint, then the nest appropriate step would be to contact the RCVS.
- The RCVS offer a Veterinary Client Mediation Service, details of which are available here: https://animalowners.rcvs.org.uk/concerns/veterinary-client-mediation-service/
- Further details on how to raise a complaint against either a Veterinary surgeon or Veterinary Nurse are available here: https://animalowners.rcvs.org.uk/concerns/