About Your Experience with Good Health Centre
Feedback, Comments and Complaints
At Good Health Centre, we are committed to providing high-quality care and services to every patient. We take complaints seriously and view them as a valuable opportunity to improve. This procedure outlines how patients and others can raise concerns, and how we handle them fairly, efficiently, and promptly.
Feedback and comments
Whether you are a patient, relative or a visitor to Good Health Centre, we want to ensure that your experience is a positive one.
We value all feedback following your visit and we ask that if you do encounter any problems, however small, you let us know. We are continually striving to improve our service and care, and your comments and feedback are invaluable in helping us to do this.
We welcome feedback from patients, carers, and members of the public on any of the following:
- The standard or quality of clinical care
- The conduct or behaviour of practitioners or staff
- The clinic environment or administration
Ways to leave your feedback
You can raise a complaint in any of the following ways. We recommend doing so as soon as possible after the incident so we can investigate effectively.
- In person: Speak to a member of staff or your practitioner during or after your appointment
- By phone: 0113 237 1173
- By email: pm@goodhealthcentre.co.uk
- In writing: Good Health Centre, 116 Street Lane, Leeds, LS8 2AL
What to include
To help us investigate thoroughly, please include the following:
- Your name and contact details
- A clear description of your complaint
- The date and time of the incident (if applicable)
- Names of any people involved (if known)
- The outcome or resolution you are seeking
What happens next
- Acknowledgement — We will acknowledge receipt of your complaint within 3 working days.
- Investigation — Your complaint will be reviewed by the Clinic Manager or an appropriate senior staff member. We may contact you to clarify details or gather further information.
- Response — You will receive a full written response within 20 working days. If we are unable to meet this timeframe, we will contact you with an explanation and a revised timeline.
- Outcome — Our response will outline our findings and any actions taken. We will explain what went wrong and the steps being taken to prevent a recurrence.
If we haven’t resolved your concerns
If we haven’t resolved your concerns, you have the right to escalate your complaint to the relevant regulatory body for your practitioner’s profession:
Osteopathy — General Osteopathic Council (GOsC)
- Website: www.osteopathy.org.uk
- Phone: 020 7357 6655
- Email: regulation@osteopathy.org.uk
Physiotherapy & Podiatry — Health & Care Professions Council (HCPC)
- Website: https://www.hcpc-uk.org/concerns/raising-concerns/public/
Chiropractic — General Chiropractic Council (GCC)
- Website: https://www.gcc-uk.org/concerns-about-a-chiropractor/raise-a-concern
Additional considerations
Confidentiality
All complaints are handled in strict confidence and in accordance with data protection regulations. Information will only be shared with those directly involved in investigating and resolving your complaint.
Record keeping
A written record of all complaints, including correspondence and outcomes, is retained for a minimum of 8 years, in line with health records regulations.
Learning from complaints
We regularly review complaints to identify trends, areas for improvement, and training opportunities. Your feedback plays an important role in helping us improve the experience and outcomes for all our patients.