Complaints Procedure

At EIRA Clinics, we aim to provide safe, respectful and high-quality care. If something about your experience has not met your expectations, we want to hear about it. We take concerns and complaints seriously and use feedback to improve our services.

How to raise a concern or complaint

If you feel comfortable doing so, please speak to a member of our team. We may be able to resolve your concern promptly.

You can also make a complaint by:

Email: complaints@eiraclinics.co.uk Telephone: 01273 442230 Post: EIRA Clinics, 70 New Church Road, Hove, BN3 4FL

Please tell us what happened, when it happened and what you would like us to consider. You do not need to use a particular form or provide every detail before contacting us.

You may ask someone to make a complaint on your behalf. Where necessary, we will ask for your consent before discussing your care with them.

Who handles complaints?

Kate Bell, Clinical Director and Registered Manager, is responsible for overseeing complaints at EIRA Clinics. Kate will review your concerns, arrange any necessary investigation and ensure you receive a response.

If a complaint concerns Kate directly, we will arrange for an appropriate person who was not involved in the matter to review it.

What happens next?

We will acknowledge your complaint within three working days and explain who will be handling it.

We will review your concerns fairly. This may include speaking with the people involved and reviewing relevant records. We will agree a reasonable timeframe for our response with you and keep you informed if more time is needed.

Our response will explain what we found, address the concerns you raised and set out any actions we propose to take. Where something has gone wrong, we will be open about it and apologise where appropriate.

If you remain unhappy

If you are dissatisfied with our response, please let us know. We will explain whether a further review is available and provide information about any relevant independent route for raising your concerns.

For concerns about the safety or quality of a regulated service, you can also share information with the Care Quality Commission (CQC). The CQC does not resolve individual complaints on a patient’s behalf, but it uses information from patients to inform its oversight of services.

Your care and confidentiality

Making a complaint will not affect the care or respect you receive from EIRA Clinics.

We will handle complaints sensitively and share information only where necessary to investigate and respond, or where required by law. We will keep an appropriate record of your complaint and the outcome.