Compliments or Complaints
We are always looking to improve the quality of services we provide. Knowing when we get things right is just as important as knowing when we need to do better.
Getting it Right
We aim to give you the best possible service and we are always looking at ways to improve your experience at our practice. Knowing when we get things right is just as important as knowing when we need to do better.
Most problems can be sorted out quickly and easily. The best way to do this is to speak to the person caring for your pet at the time of the problem. If your concern relates to a non-clinical part of our service, or you would rather speak to someone who has not been directly involved with the care of your pet, please speak to a member of our client care team who will direct you to an appropriate person.
If this has not resolved your concerns and you would like to make a formal complaint, we would ask that this is provided in writing by email to louise@windmillvets.co.uk. Alternatively please send a letter to our Winslow address for the attention of Louise O’Hara, Practice Manager. Please indicate in your email or letter a clear description of your concern, copies of any supporting documentation and a suggestion of the outcome you would wish to see.
We will acknowledge your email or letter within five working days and let you know who will be investigating and responding to your concern. A senior member of the team will conduct a thorough investigation, reviewing clinical records and speaking to the members of staff involved as appropriate. This allows us to fully understand the situation. We aim to provide you with the outcome of our investigation in writing within 28 days. If additional time is required, we will advise you of this within the 28 day timeframe.
If you are dissatisfied with our response you can approach the Royal College of Veterinary Surgeons (RCVS). The RCVS register veterinary surgeons and veterinary nurses to practice in the UK and regulate their education, ethical and clinical standards. The RCVS has a responsibility to investigate concerns raised with them about veterinary surgeons and registered veterinary nurses (RVN’s). The RCVS also offers a medication service. Further information can be found here: https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care.