Complaints & Data Protection Complaints Policy

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Virtue Healthcare

At Virtue Healthcare, we aim to provide a professional, respectful and high standard of care at all times. We understand that occasionally patients may feel dissatisfied with some aspect of their experience or may have concerns about how their personal information has been handled.

We take all concerns seriously and aim to respond fairly, sensitively and promptly. Feedback and complaints help us review and improve the service we provide.

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1. Making a complaint about your care or experience

 

If you are unhappy with any aspect of your treatment, communication, appointments or experience at the clinic, please let us know as soon as possible.

Complaints can be made:

• In person

• By telephone

• By email

• In writing

 

Please provide as much information as possible so we can understand and investigate your concerns appropriately.

 

Contact details

Virtue Healthcare

70-72 Walm Lane, NW2 4RA

07503900518

hello@virtue-healthcare.co.uk

 

2. What happens next

 

We will:

• Acknowledge your complaint within 3 working days

• Review and investigate the concern appropriately

• Keep you informed if additional time is needed

• Aim to provide a full response within 20 working days

 

Where appropriate, we will try to resolve concerns informally and promptly.

All complaints are handled confidentially and records are kept securely.

 

3. Complaints about personal information and data protection

 

If you have concerns about how your personal information has been collected, stored, shared or used, you can raise a data protection complaint directly with us.

 

This may include concerns about:

• Confidentiality

• Medical records

• Emails or appointment reminders

• Sharing information with other healthcare providers

• Access to your records

• Accuracy of personal information

• Data security

 

We will:

• Acknowledge your complaint within 30 days

• Investigate the issue appropriately

• Respond without undue delay

• Keep records of the complaint and outcome

 

We aim to resolve concerns openly and fairly.

 

Your right to contact the ICO

 

If you remain dissatisfied with how we have handled your data protection concern, you have the right to contact the Information Commissioner’s Office (ICO).

Information Commissioner’s Office (ICO)

 

4. Further support for clinical complaints

 

If you remain dissatisfied with the outcome of a complaint relating to your care or treatment, you may also contact the General Osteopathic Council.

General Osteopathic Council (GOsC)

Telephone: 020 7357 6655

 

5. Review of complaints

 

Complaints are reviewed periodically to help improve the quality and safety of the service we provide.

This policy is reviewed regularly and updated when necessary.