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We value your feedback

At Wellness at No.61, we are committed to providing safe, compassionate and high-quality care. We aim to ensure every patient has a positive experience, but we recognise that sometimes things may not go as expected.

Your feedback is important to us. It helps us understand where we are doing well and where we can improve our services.

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If you have a concern, complaint or suggestion, we encourage you to share it with us so that we can listen, learn and respond appropriately.

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How to raise a concern

If you have a concern about any aspect of your care or experience, please contact us as soon as possible.

You can raise a concern by:

• Speaking directly with a member of our team

• Asking to speak with the Practice Manager

• Contacting us by telephone or email

• Completing our online feedback and complaints form

We will always aim to deal with concerns openly, respectfully and confidentially.

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What happens after you contact us?

When we receive a complaint:

• We will acknowledge your complaint within three working days

• We will review the details and investigate the concerns raised

• We may contact you if we need any further information

• We will provide a written response explaining our findings and any actions taken

We aim to respond fully within 20 working days. If your complaint requires further investigation and we need more time, we will keep you updated.

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What information should I provide?

To help us investigate your concerns, please provide:

• Your name and contact details

• The date of your appointment or visit

• Details of the service or clinician involved

• A clear description of your concern

• Any information you feel may help us understand what happened

• The outcome you would like us to consider

 

Confidentiality

All complaints are handled sensitively and confidentially. Making a complaint will not affect the care or treatment you receive from Wellness at No.61. We will ensure your concerns are treated fairly and respectfully.

 

Learning from feedback

We view feedback as an opportunity to improve. Where appropriate, we will review our processes, share learning with our team and make changes to help improve the quality and safety of our services.

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If you remain unhappy

If you are not satisfied with our response, please let us know so we can review your concerns further and advise you of any appropriate next steps.​