Feedback & Complaints

Patient Feedback

SpaMedica always listens to our patients and we value your feedback, both good and bad. Please let us know what we do well and what we can do better. Please send your feedback to us using the contact details below:

Chief Operating Officer
SpaMedica Head Office
43 Churchgate
BOLTON
BL1 1HU

T: 0161 838 0870

E: contact@spamedica.co.uk

Each of our patients is given a patient feedback survey after you have been seen by a clinician. We welcome your views on our service and your comments help us to keep making it better.

Complaints

If you are not happy with the service you have received, please let us know by contacting us, by phone on 0161 838 0870, or in person or writing to us at the address/email above. Please state your case clearly giving as much detail as you can, including the date of your appointment and the location of the clinic.

Our SpaMedica complaints policy sets clear guidance for all our staff on how verbal and written complaints will be handled fairly, efficiently and professionally.

We try to settle complaints as soon as possible.  We will acknowledge receipt of your complaint within 3 working days and aim to have resolved the matter within 20 working days. We may then either send you a formal reply in writing, or invite you to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When investigating a complaint we try to find out what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigation is complete a final response will be sent to you.

Parliamentary and Health Service Ombudsman

If you make a complaint to SpaMedica and are not satisfied with the response, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO was set up by Parliament to provide an independent complaint handling service for NHS complaints that have not been resolved between patients and service providers. Contact details as below:

  • Complete an online form – click here for PHSO website
  • PHSO Customer Helpline – 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday, except bank holidays. Calls are charged at local or national rates.
  • Send a text to the PHSO ‘call back’ service: 07624 813 005, with your name and mobile number.