In 2005, The Royal College of Veterinary Surgeons started a scheme whereby veterinary business could choose to be independently inspected and accredited. This inspection and accreditation process is continual and is designed to reassure members of the public that the veterinary practice they have chosen for their pet maintains high standards of service and cleanliness and conforms to all relevant UK regulations.
Please ask at reception for a copy of the RCVS leaflet detailing this scheme further or check out the RCVS website.
We always appreciate your feedback about the standard of service here at Palmerston. Should you have reason to complain please in the first instance call the surgery to discuss your concerns on 0208 505 1435.
If you want to put your complaint in writing, address it to Palmerston Hospital, 93 Palmerston Road, Buckhurst Hill, Essex IG9 5NH
We take all complaints seriously and reflect on them to improve our care to our patients and clients.
We will investigate your complaint and get back to you within the next 2 weeks.
This period gives us an opportunity to investigate the case fully, including reviewing all the clinical notes and interviewing all of the staff involved in the episode in question.
In our reply, we will outline the facts of the case, how we propose to resolve your complaint and what steps we will put in place to prevent the same problem from occurring again.
Unfortunately, on occasion, we may not be able to resolve the complaint to your satisfaction and in such circumstances, you may wish to have your complaint reviewed by the senior management within our company. Information on this can be found at www.linnaeusgroup.co.uk/customer-complaints-process and/or you may also wish to complain to our professional regulator:
Royal College of Veterinary Surgeons, Belgravia House, 62-64 Horseferry Road, London, SW1P 2AF
In addition, The Veterinary Client Mediation Service (VCMS) is a voluntary, independent and free complaint mediation service for clients whose animals have received veterinary care and for the veterinary professionals providing that care. Information can be found at www.vetmediation.co.uk