SECTION 1
Introduction:
At Paragon Healthcare Academy, we are committed to providing high-quality healthcare training services, first aid training services, and high-quality medical provision. We value your feedback and take all complaints seriously. This Complaints Policy outlines the procedures for raising and resolving complaints, ensuring that we continuously improve our services and maintain the highest standards.
SECTION 2
Scope:
This policy applies to all clients, employees, and stakeholders who wish to lodge a complaint regarding any aspect of our services.
SECTION 3
Definition of a Complaint:
A complaint is defined as an expression of dissatisfaction with our services, facilities, staff, or any other aspect of Paragon Healthcare Academy.
SECTION 4
Complaints Procedure:
1. Raising a Complaint:
a. Complaints should be submitted in writing to Heather at heather@paragonhealthcareacademy.co.uk within 5 days of the incident or cause for the complaint. If written communication is not possible, complaints may be made by phone, but they must be followed up in writing.
heather@paragonhealthcareacademy.co.uk within 5 days of the incident or cause for the complaint. If written communication is not possible, complaints may be made by phone, but they must be followed up in writing.
b. The complaint should include:
- Your name and contact details.
- A clear description of the issue or incident. The date, time, and location of the incident, if applicable. Any supporting evidence, if available.
2. Acknowledgment:
a. We will acknowledge receipt of your complaint within 7 working days.
3. Investigation:
a. A designated complaints officer will be responsible for investigating the complaint.
b. The complaints officer will conduct an objective and thorough investigation to understand the issue, speak with relevant parties, and gather necessary information.
4. Resolution:
a. We will endeavour to resolve your complaint within 7 working days, unless it requires an extended investigation. If more time is needed, we will inform you of the delay and provide regular updates.
b. After the investigation, we will provide you with a written response detailing the outcome of the investigation and any actions taken to address the issue.
5. Escalation:
a. If you are not satisfied with the outcome, you may request to escalate the matter to a higher authority within Paragon Healthcare Academy for further review.
6. Record Keeping:
a. We will keep a record of all complaints and their resolutions, which will be used to monitor and improve our services.
7. Confidentiality:
a. All complaints will be handled with the utmost confidentiality, and only staff directly involved in the investigation will have access to the information.
8. Feedback and Continuous Improvement:
a. We value complaints as an opportunity to learn and improve our services. All feedback, whether positive or negative, is used to enhance the quality of our healthcare training programs.
SECTION 5
For any inquiries related to this policy, please contact:
Paragon Healthcare Solutions
Strand House
102 Holywood Road
Belfast
BT4 1NU
Northern Ireland
www.paragonhealthcareacademy.co.uk
info@paragonhealthcareacademy.co.uk
02896005092