Concerns and Complaints

Contents

HOW TO RAISE A CONCERN

If you have a concern, please contact a member of our customer service team as soon as possible so that we can try and resolve the issue without delay. Here is how you can contact us:

  • logging into your account to send us a secure message
  • Call us on 02035880292 (Mon-Fri 8am-6pm, or Sat 9am-5pm)
  • Email us at: hello@zavamed.com

If we are unable to resolve your concern at the time, or if you are not happy with our response then we can register your concern as a complaint. We take complaints very seriously, and we aim to deal with any issues promptly and in a caring and sensitive way. If we have made a mistake, we endeavour to learn from it, to avoid making the same mistake in the future. You will not be treated any differently as a result of making a complaint, we keep records about complaints separate from your treatment file.

HOW TO MAKE A COMPLAINT

To make a complaint you should contact the customer service management team. Here is how you can contact them:

CS managers

46 Essex Road

London

N1 8LN

Your complaint should ideally include your preferred method of response by us and response details (i.e. message via your account, email address, postal address, phone number, or face to face meeting), Please ensure that the method you suggest will be secure and not lead to any breaches in confidentiality.

Please note; We can only accept complaints received within 6 months of the event or after discovering the event, any longer than this and it will be difficult for all parties to remember exactly what happened.

WHAT YOU SHOULD EXPECT FROM US

We will send an acknowledgement of your complaint within 3 working days. Depending on the content of the complaint, it will then be referred to the most appropriate senior team member to investigate. Once the investigation is complete the customer service manager will write to you with a full response within 20 working days, or will send an update on the progress with the investigation and a new proposed deadline for their response.

If you are unhappy with the investigation and or their response, then let us know and your complaint will be escalated to a member of the senior management team . (Please note you will need to request escalation within 6 months of receiving the response letter from the customer service manager). Once escalated we will acknowledge your complaint within 3 working days, and will investigate and respond within 20 working days with a full response or an update on the investigation progress with a new proposed deadline for their response.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we cannot share any information with you or event acknowledge whether they are a patient with us, unless we have have his or her written permission to do so. A note signed by the person concerned will be needed and this will need to be matched with some for of ID from the patient.

STILL UNHAPPY?

If you still feel that we have been unable to resolve the complaint then we would invite you to contact the Independent Sector Complaints Adjudication Service (ISCAS). here is how you can contact them:

To contact the Independent Sector Complaints Adjudication Service (ISCAS) please

ISCAS

70 Fleet Street

London

EC4Y 1EU

Zava will ensure that all documentation is made available to ISCAS once we have your permission to do so,

You may also wish to share your experience with the Care Quality Commission (CQC). Although they cannot look into complaints about independent health care or social care services, they would still like to hear from you if you so that they can use this information when they are inspecting us. To contact the Care Quality Commission please visit their website.


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