Our aim is to provide the highest level of care for all our customers.  We will always be willing to hear if there is any way that you think that we can improve the service we provide.

 Making a complaint

 If you have any complaints or concerns about the service that you have received from the doctor# or staff, please let us know. 

 We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or

• Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

 Our Business Manager will be pleased to deal with any complaint.  She will explain the procedure to you and make sure that your concerns are dealt with promptly.  

 What we shall do

 Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and aim to have looked

into your complaint within 10 working days of the date you raised it.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.

 When we look into your complaint, we shall aim to:

• ·         find out what happened and what went wrong

• ·         make it possible for you to discuss the problem with those concerned, if you would like this

• ·         make sure you receive an apology, where appropriate

• ·         identify what we can do to make sure the problem doesn’t happen again.

 At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

 Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

If you have a problem, we hope that you will use our complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.  However, if you remain unsatisfied, you can also  write, including full details of previous correspondence to:

 ENG1 Medical Examinations - The Chief Executive at the following address, or email them at  CustomerFeedback@mcga.gov.uk

Chief Executive, Maritime and Coastguard Agency, Bay 3/30, Spring Place,105 Commercial Road, Southampton.SO15 1EG 

Offshore Energies UK Medical Examinations

RS Occupational Health Ltd, Offshore Energies UK (OEUK),10 Lotland Street, Inverness. IV1 1PA

They will make sure that your complaint is thoroughly investigated.

Health Improvement Scotland

Seafield Health Solutions Ltd is regulated by Health Improvement Scotland.  Should you be dissatisfied with the treatment you have received you can, at any stage, complain directly to them at the address below:

Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh. EH12 9EB or email complaints.hcis@nhs.net or telephone 0131 623 4342