Complaints Policy
At Michelle Buchanan Health, we are committed to providing safe, ethical and high-quality care. We value feedback and believe that concerns and complaints provide an opportunity to improve our services and enhance the care we deliver.
If you are dissatisfied with any aspect of your treatment or experience, we encourage you to let us know. We are committed to addressing concerns promptly, fairly and respectfully.
Who Can Make a Complaint?
This policy applies to all clients receiving care from Michelle Buchanan Health Ltd. Complaints may be made by the client or, with consent, by a representative or advocate acting on their behalf.
A complaint may relate to:
The quality of care or treatment received
Communication or information provided
The actions, or failure to act, by the service
The treatment received from a member of staff
The environment or equipment used during care
How to Make a Complaint
Complaints can be made in person, by telephone, by email or in writing.
Contact Details
Michelle Buchanan Health Ltd
17 Nelson Place
Stirling
FK7 7PA
📞 07484 844002
📧 michellebuchananhealth@gmail.com
What Happens Next?
Step 1: Acknowledgement
Your complaint will be acknowledged within 7 working days.
Step 2: Investigation
A fair, thorough and evidence-based investigation will begin as soon as possible.
Step 3: Outcome
A written response will normally be provided within 28 working days. If additional time is required, you will be informed and kept updated throughout the process.
All complaints are handled confidentially and stored securely.
Escalating a Complaint
If you remain dissatisfied, you may contact Healthcare Improvement Scotland, the regulator for independent healthcare services in Scotland.
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Complaints to Healthcare Improvement Scotland should normally be made within six months of the issue arising.