Complaints Policy

Our promise to you:

UK Health Enterprises (UKHE) via its brand Emcare Travel Health Clinic, aims to provide its customers
with the highest standard of customer service at all times. Emcare offer many types of clinical
services, which are delivered by skilled experts in a professional manner.

Emcare takes pride in the quality of our services, however, we realise that we may not always get
things right. On these occasions we welcome your comments and invite you to follow our
complaints procedure which this document will guide you through.

Emcare will:

• treat all complaints seriously and deal with them properly.
• resolve complaints promptly.
• learn from complaints and take action to improve our service.

Procedure:

Please, contact us by telephone 0141 404 0075 option 1 for clinic to inform us of your complaint. We
would then ask you to email us at complaints@emcaretravelclinic.co.uk or you can write by letter to
The Managing Director, Emcare Travel Clinic, Atlantic House, 45 Hope Street, Glasgow G2 6AE.

We will acknowledge your complaint either by telephone, email, or a letter within 24hrs.
The Clinical Team and Quality Team will review and investigate your complaint and deal with it in
complete confidence.

In most cases, we would aim to provide a full reply within fourteen days. However, this may not
always be possible.

Many complaints can be resolved informally, but if appropriate, we may ask you to provide a
detailed written account of your complaint for our records which can be emailed or posted to us.
If you have requested a written response, this will be sent to you with the finding of our
investigation.

If appropriate, we will inform you what we will do to stop the same thing occurring again.

What if I am still not satisfied?

You should contact the Managing Director at the same address or telephone number above
explaining the reasons why you are not satisfied with Emcare’s response. We can then investigate
further or suggest a meeting to try and resolve any outstanding issues.

If you remain dissatisfied, your complaint will be sent to an independent party or body that will then
review the nature of complaint and make recommendations as to how the complaint can be
resolved.

The final arbitrator depends on the nature of the complaint.

Bodies that we may seek advice / arbitration from include but are not limited to:

• Regulator of nurses and midwives
  • Nursing and Midwifery Council (NMC)
• Regulators of other healthcare professionals
  • General Medical Council (GMC)
• Clinic Regulator
  • Healthcare Improvement Scotland (HIS), Delta House, 50 West Nile Street, Glasgow, G1 2NP
    Please note that Healthcare Improvement Scotland are not arbitrators but clinic regulators.