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Complaints

Statement on Handling Concerns and Complaints

 

At Surgical Materials Testing Laboratory (SMTL), we are committed to maintaining the highest standards of quality and integrity in our services. We recognise the importance of addressing concerns and complaints promptly and effectively to ensure continuous improvement and customer satisfaction.

 

Procedure for Handling Concerns and Complaints:

  1. Submission of Concerns and Complaints:
    • Concerns and complaints can be submitted via phone, email (smtl.info@wales.nhs.uk) or our customer feedback form which is supplied to clients at the end of a project.
    • All submissions should include detailed information about the issue, including relevant dates, personnel involved, and any supporting documentation.
  2. Acknowledgment:
    • Upon receipt of a concern or complaint, we will acknowledge it within 2 working days, confirming that it has been received and is being reviewed.
  3. Investigation:
    • A thorough investigation will be conducted by our quality assurance team to understand the nature of the concern or complaint.
    • This may involve reviewing records, interviewing personnel, and examining any relevant processes or procedures.
    • We aim to conclude complaint investigations within 30 working days of concern/complaints received.
  4. Resolution:
    • Based on the findings of the investigation, appropriate corrective actions will be taken to resolve the issue.
    • The complainant will be informed of the resolution and any steps taken to prevent recurrence.
  5. Follow-Up:
    • We will follow up with the complainant to ensure satisfaction with the resolution and to gather feedback on the handling of the concern or complaint.
  6. Continuous Improvement:
    • All concerns and complaints are logged and analysed to identify trends and areas for improvement.
    • This information is used to enhance our processes and prevent future issues.

 

Contact Information: For any concerns or complaints, please contact us at:

 

Email: smtl.info@wales.nhs.uk

Phone: 01656 752820

 

We value your feedback and are dedicated to providing exceptional service.

 

Should you wish to register a complaint about the services provided by the SMTL to our hosted organisation then please forward your concerns via email to NWSSP.complaints@wales.nhs.uk, or by post to:

 

NHS Wales Shared Services Partnership (NWSSP),

4-5 Charnwood Court,

Heol Billingsley,

Parc Nantgarw,

Cardiff,

CF15 7QZ