Feedback and Complaints Procedure

Whilst we make every effort to satisfy all of our clients and their pets, we would welcome your feedback, good and bad. If you would like to feed something back to us you can use the feedback form available on the ‘contact us’ page.

Help us to help you! Please help us to improve our service:

  • Tell us what is important to you
  • Let us know if your details or circumstances have changed
  • Inform us if you are unable to make an appointment
  • Tell us if you are unsure of the cost before treatment begins
  • Tell us if your pet has particular needs
  • Please be considerate to other clients and staff

COMPLAINTS PROCEDURE

We sincerely hope that you will never have to complain about our services, but if you feel the need to alert us to a problem, please be assured that your complaint will be dealt with fairly and we will listen to your views. All comments and suggestions on improvements to our service are appreciated.

If you have encountered any problems with our services, please let us know.

WHO DO I SPEAK TO?

Tell the person in charge of your animal’s care – they may be able to resolve your concerns quickly there and then. If they are not able to handle your complaint themselves, they will be able to direct it to the most appropriate person.

Perhaps if you have a medical based or treatment concern, tell the staff member in charge of your animal's care - this may be a Vet or a Nurse. They may be able to resolve your concerns quickly there and then. Alternatively, they will try and find out how to solve your problem and will find a way of talking with you again in order to explain what you need.

Always make sure that the Vet or Nurse managing your case if aware of any specific financial and emotional needs you may have when dealing with your pet. Sometimes you may find that just talking to our staff about such matters is a great relief in itself. Please be reassured that our staff are there to help you and your pet in any way they can.

If your concern is of a financial nature, please talk to our Receptionists or Accounts Department. They will be able to give you solutions to most common problems and can explain payment terms and how we deal with insurance policies.

If you would like privacy when talking, please explain that your concern is personal. If a free room is available, we will relocate to a more private location.

If you ever feel that you are unable to communicate issues adequately with the Vet, Nurse or Receptionist at hand, do not despair! Please just ask to speak to the Practice Manager or Senior Clinician. This is easily achieved either via the staff member with you at the surgery or by telephoning the practice and requesting contact with the Practice Manager or a Senior Clinician if you prefer. Please call on 0113 2369030.

WHAT HAPPENS NEXT?

Having talked to a member of our team, they will acknowledge your concern as they understand it, and they will give it the attention it deserves. You will be given an idea of how and when we will respond to you. This may be a telephone call or a letter and it may take a day or two to get your concern to someone in the practice with authority to deal adequately with it.

 

 

 Emergency service 

Holly House Veterinary Hospital, 468 Street Lane, Moortown, Leeds  LS17 6HA

Holly House Veterinary Clinic, Unit C, Moor Allerton Centre, King Lane, Leeds LS17 5NY

t. 0113 2369030      info@hollyhousevets.co.uk

Authorised and regulated by the Financial Conduct Authority for credit-related regulated activities under reference number FRN738010

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