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Our aim is to provide a high-quality occupational health service to all clients but we recognise that sometimes things may go wrong. If they do, we need to know about them so we can learn, see what we can do better and ensure that it doesn’t happen again. This complaints procedure is there to make sure that your complaint is dealt with in a speedy, effective and fair way.   

Who you should contact: 

· By email - jen.mchugh@graniteoh.co.uk

· By telephone – 01224 766918 

· In writing – Westpoint House, Prospect Road, Westhill, AB32 6FJ

When contacting Granite OH please provide as much information as possible to ensure that the investigation team can deal with your concern/complaint as quickly and effectively as possible.   Please also let us know how you would like us to contact you, if required, during the investigation and with the outcome.   

What we will do:  

· Upon receipt of your complaint we will acknowledge receipt within 1 working day and tell you who will be investigating your complaint.          

·  All clinical complaints will be passed to our Occupational Health Nurse Manager, Monica Walker         

·  All non-clinical complaints will be passed to our Business Manager, Jen McHugh 

·  The nominated person will find out what happened by reviewing the file/information and by talking to the concerned members of the Granite OH team. If we require further information from you we will contact you directly. We will also give you a timeframe for how long the investigation will take. 

· A thorough investigation will be carried out and you will be informed of the outcome within the advised time-frame. 

· Following the conclusion of the investigation we hope that you will be satisfied with our conclusions, however if you are not we will arrange a further review with another senior manager not previously involved in the complaint. The same process as noted above will be followed.   

· In addition to the above information, you can contact Healthcare Improvement Scotland, https://www.healthcareimprovementscotland.scot/, at any time during the complaints process.

· If you would like further information regarding our Client Complaints Procedure please contact us at jen.mchugh@graniteoh.co.uk or call 01224 766918