Kuon Healthcare Ltd - Complaints Policy

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1. Introduction
   At Kuon Healthcare Ltd, we are dedicated to providing high-quality blood testing services that meet the needs and expectations of our patients. We take all complaints seriously and are committed to resolving them in a fair, transparent, and timely manner.

2. Scope of the Policy
   This policy applies to all complaints raised by patients, their families, carers, or any other individuals regarding our blood testing services, staff conduct, or any related operational issues. Our goal is to ensure that patient concerns are addressed promptly, respectfully, and effectively.

3. How to Make a Complaint
   We encourage patients and their representatives to raise concerns or complaints as soon as they arise. Complaints can be made in the following ways:

• By email: admin@kuonhealthcare.com
  We will ensure that complaints can be made in a way that is convenient and accessible to the complainant, including support for individuals with additional needs or language requirements.

1. Acknowledgement of Complaints
   All complaints will be acknowledged within 7 working days of receipt. The complainant will receive an acknowledgment letter or email outlining the complaint process, including the timeframe for a full response. If additional time is required for investigation, we will inform the complainant and provide an updated timescale.

2. Investigating Complaints
   Once a complaint is received, we will conduct a thorough and impartial investigation, which may include:

• Reviewing the circumstances surrounding the complaint.

• Speaking with relevant staff members.

• Gathering any necessary documents or evidence.

• Ensuring compliance with all relevant regulatory requirements.
  We aim to resolve complaints as swiftly as possible, although the complexity of the issue may influence the investigation timeline. We are committed to keeping the complainant updated throughout the process.

1. Resolution of Complaints
   We strive to offer a fair and reasonable resolution for all complaints. Depending on the nature of the complaint, the resolution may include:

• An apology for any issues caused.

• An explanation of what went wrong and why.

• Corrective actions or changes to our procedures to prevent recurrence.

1. Confidentiality
   We treat all complaints with confidentiality, ensuring personal information is securely stored and only shared with those directly involved in resolving the complaint. We comply with GDPR (General Data Protection Regulation) and other relevant privacy laws to protect the complainant’s data.

2. Feedback and Monitoring
   We are committed to continuously improving our services through regular feedback from our patients. We analyse complaints to identify trends and areas for improvement. All complaints will be reviewed regularly by our senior management team to ensure ongoing service improvement.

3. Staff Training
   All employees are trained in the complaints handling process and are encouraged to resolve issues promptly. Staff members are made aware of the importance of patient feedback and the procedures in place to address concerns. We ensure training is of the highest standard, maintaining patient care as our top priority.

4. Closing the Complaint
   Once a complaint has been resolved, the complainant will receive a final response letter, detailing:

• The findings of the investigation.

• The actions taken to resolve the issue.

• Any measures implemented to prevent future occurrences.
  If the complainant is satisfied with the resolution, the complaint will be formally closed. We are committed to providing the highest standards of service and value feedback that helps us improve.