Help us to help you
Making a complaint
At Weight Loss Wales, we strive for quality. It is our priority to put safety, expertise, and patient health at the core of everything we do. As a leader in the weight loss industry, we aim to deliver exceptional levels of care and customer service to all our patients and customers.
When you feel our service has not met your expectations it’s imperative for us to know so that we may provide resolution and continually improve our care and service delivery.
To raise a concern
We are keen to resolve your concern at the time it occurs, ensuring the rest of your visit is as worry-free as possible.
Should you have any concerns, please raise these directly with the member of staff caring for you. Our staff may need to escalate your feedback for further intervention or support. Should you have any concerns following your consultation, please contact us as we welcome the opportunity to help and act to resolve your concern efficiently.
Making a formal complaint
A complaints procedure is in place for patients who may not be satisfied with our services and wish to make a formal complaint. In the event you wish to make a written complaint please write to us (either by email or by contact page on our website no later than six months after the incident occurred. All comments and complaints are investigated thoroughly and are confidential.
Your letter should include a summary of your concerns and both where and when the events took place.
When a relative or friend wishes to raise a concern or complaint on your behalf we will require written consent from you before we can discuss information related to your care, in order to ensure your confidentiality is protected.
Weight Loss Wales will also share a summary of the complaint with you as it is important for you to understand the contents of the concern being raised. During the investigation into your complaint, we will share your concerns with relevant staff to help us consider your feedback and provide you with a response.
If you do not wish for us to contact the relevant staff or consultant, please do let us know although this will limit our investigation on your behalf.
Stage 1 – Local Resolution
Stage 2- External feedback
If you remain dissatisfied with the way the complaint has been handled you may consider contacting Healthcare Inspectorate Wales (HIW) to Provide feedback about a healthcare service.
Provide feedback about a healthcare service | Healthcare Inspectorate Wales (hiw.org.uk)
HIW are responsible for checking that anyone who provides a healthcare service (NHS or private/independent) in Wales meets the required standards of quality & safety.
Even though their statutory role does not routinely include investigating individual concerns or complaints or the particular circumstances of a patient’s care and treatment, they would still like to hear from you if you have concerns about healthcare services.
Weight Loss Wales is committed to preventing and responding to risks of harm to and promoting the welfare of all adults at risk that we work with (i.e. as Weight Loss Wales’s patients).
We recognise the importance of this commitment to safety and welfare and, further, are committed to safeguarding all patients without discrimination due to an individual’s age, disability, race, religion or belief, sex, gender reassignment, pregnancy or maternity leave status, marriage or civil partnership status, or sexual orientation. This Safeguarding Policy is based on the safeguarding laws of England, Wales, and Scotland, including related guidance issued by the UK Government and relevant governmental departments, agencies, and public bodies. If this Policy is at any time inconsistent with this body of law, Weight Loss Wales will act to meet the requirements of up-to-date safeguarding laws in priority to the requirements set out in this Policy.
Weight Loss Wales has implemented this Safeguarding Policy in order to meet its obligations as an organisation working with adults at risk. Any questions in relation to this Policy should be referred to us by emailing enquiries@weightlosswales.com. Staff Members will receive safeguarding training that should enable them to identify Safeguarding Concerns (e.g. suspected abuse, neglect, or threats to wellbeing) relevant to Weight Loss Wales’s patients. If a Staff Member identifies a Safeguarding Concern, to report it they should: Follow appropriate steps as would be expected of a healthcare professional by informing Police, social services or the patients' own GP. If a Staff Member feels unable to follow the above steps, they should report their Safeguarding Concern in a reasonable alternative manner. This may the case if, for example: Following the above procedure would require disclosing the concern to somebody who is implicated in the Safeguarding Concern or who the Staff Member is otherwise uncomfortable contacting about this concern, or The matter is time sensitive and involves a risk of serious harm to somebody, in which case contacting an external agency (e.g. the police, the ambulance service, or a mental health crisis line) or a more senior member of Weight Loss Wales’s staff first may be more appropriate.
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Registered address: 3 Dan Y Bryn Close, Radyr Cardiff. CF158DJ
physical address 23 Charles Street, Newport. NP201JT