Complaints Procedure

At F3 Optimising Health, we aim to provide safe, effective and high-quality care. We welcome feedback, comments and complaints as they help us improve our services.

If you are unhappy with any aspect of your care or experience with F3, please tell us. Making a complaint will not affect the care or treatment you receive.

How to make a complaint

You can raise a concern verbally with any member of the F3 team, or you can make a formal complaint by telephone, email or in writing.

Complaints Manager
F3 Optimising Health
27–29 Ashley Road
Montpelier
Bristol
BS6 5NJ

Telephone: 0117 924 8764
Email: info@f3health.co.uk

 

If you need help making a complaint, or require information in another format, please let us know and we will make reasonable adjustments.

What happens next?

We will normally acknowledge a formal complaint within 3 working days.

Your complaint will be reviewed fairly and confidentially by an appropriate senior member of the team. We may contact you for further information or to discuss your concerns.

We aim to provide a full written response within 28 working days wherever possible. If the investigation is likely to take longer, we will explain the reason and keep you updated.

Our response will explain:

• what we have investigated;

• what we found;

• whether your complaint has been upheld;

• any apology where appropriate;

• any actions or improvements we are making as a result.

Complaining on behalf of someone else

You may make a complaint on behalf of another person. We will normally need their consent before sharing confidential information with you, unless there is another lawful reason for us to do so.

If you remain unhappy

If you are dissatisfied with our response, you can ask for a further internal review by a senior member of F3 who was not directly involved in the original investigation.

You can also provide feedback about your experience of care to the Care Quality Commission (CQC). Please note that the CQC does not normally investigate individual complaints on behalf of patients.

Serious concerns about the professional conduct or fitness to practise of a doctor or physician associate can be raised with the General Medical Council (GMC).

Concerns about the use or protection of your personal information can be raised with the Information Commissioner’s Office (ICO).

Learning from complaints

We take complaints seriously and use them to identify areas where we can improve. Where appropriate, we will make changes to our policies, procedures, training or service delivery.

Our aim is to resolve concerns openly, fairly and respectfully and to continually improve the care we provide.