Customer Care Policy
We aim to meet your needs with efficiency, effectiveness, fairness and courtesy by:
- providing a friendly service, showing respect and sensitivity;
- treating you fairly – demonstrating our commitment to equality and diversity;
- recognising and responding to your particular needs;
- dealing with your requests and enquiries accurately, promptly and efficiently;
- respecting your confidentiality;
- offering an explanation if we can’t answer your request /enquiry;
- making effective use of IT services;
- establishing service standards and monitoring our performance;
- continuing to develop expertise and skills; and
- welcoming your feedback.
If you would like to make any comments or suggestions, raise a query or make a complaint about the service you have received, please contact us using our details below. We will respond to your query within 3 – 5 working days. This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.
Communication
Occupational Therapy Edinburgh will aim to return all phone calls and emails received from clients within 24 hours. Where we are unable to meet this agreement, we will inform you of this as soon as possible and agree a new deadline.
Consistency
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet the business needs and that they are consistently applied to all our customers.
Complaints
Occupational Therapy Edinburgh seeks fair, just and prompt solutions when possible to any compaint.
Access to Information
I comply fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by us about a client or a team member is fully accessible to that person or body for review or editing by contacting Occupational Therapist, Rachel Moyes.
Reduce Bureaucracy
Wherever possible, without compromising our legal requirements and professional standards, we strive to reduce the burden of unnecessary paperwork.
How to Contact Us:
Rachel Moyes – Lead Occupational Therapist
Email: [email protected]
