Comments, compliments and complaints

    We would be delighted to receive feedback or comments about our services and staff. Please don’t hesitate to email us at Patient.Support@DolbyVivisol.com

    Complaints

    If you are unhappy with any aspect of the service you have received from Dolby Vivisol you are entitled to make a complaint. The Dolby Vivisol complaints procedure detailed below is in line with the NHS Complaints Procedure, Good Manufacturing Practice (GMP) Complaints Procedures.

    How to make a complaint

    We hope that most problems can be sorted out without the need for a formal complaint and will make every effort to resolve the matter directly with the person concerned.

    Any concerns or escalations that you may have can be raised immediately by speaking to a member of the Dolby Vivisol Patient Support team. They can be contacted by calling 0800 917 9840. They will work with you to resolve any concerns there may be without the need to make a formal complaint. If they are unable to resolve the matter they will provide details of how to log a complaint or they can log it on your behalf if requested.

    Alternatively, if you feel you are unable to raise your concerns in this way complaints can be submitted in writing as below:

    Email                      Complaints@DolbyVivisol.com

    In writing              Complaints, Dolby Vivisol, Southpoint, Old Brighton Road, Lowfield Heath, Gatwick, West Sussex, RH11 0PR

    Who can complain?

    A complaint can be made by a patient or person impacted or likely to be impacted by the actions or decisions taken by Dolby Vivisol. A complaint can also be made by someone acting on behalf of someone else. If you are complaining on behalf of someone else, we will need confirmation that you have their permission to do so before we are able to respond with any detail.

    What happens when a complaint is received?

    We will register and acknowledge a complaint upon receipt. In the first instance, we will allocate the complaint to an investigating manager who will be responsible for ensuring a thorough investigation is carried out and for making either a verbal or written response, depending on the details of the complaint. The investigating manager will have responsibility for maintaining contact with the complainant throughout the course of the investigation.  This response should typically include:

    • An overview of the investigation
    • The conclusion about whether the complaint was upheld or not
    • The reason for the decision and if appropriate, an apology
    • Details of any changes Dolby Vivisol will make to prevent a recurrence of any issues that may have been identified

    How long will it take?

    At Dolby Vivisol we aim to respond and resolve any complaints as quickly as possible and usually within 10 working days. If we are unable to resolve a complaint within 10 workings days we will confirm in writing the reasons for the delay and the expected timeline for a further response.

    What if I am not satisfied with the outcome?

    If for any reason, a complainant is not satisfied with the response to their complaint, the final stage is to outline the reasons for the dissatisfaction in writing or by email to the Quality.Desk@dolbyvivisol.com 

    They will review the investigations and make further contact to ascertain the reasons for the continued dissatisfaction and seek to resolve the complaint. If they are unable to resolve to the satisfaction of the complainant, the concerns will be raised with the NHS Home Oxygen Service Contract Managers for their intervention.

    Contact information

    Registered Office Address:

    Dolby Medical Home
    Respiratory Care Ltd
    North Suite, Lomond Court,
    Castle Business Park, Stirling,
    FK9 4TU

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    Registered in Scotland
    No. 063902

    Gatwick Office Address:

    Dolby Vivisol
    Southpoint, Old Brighton Road,
    Lowfield Heath,
    Gatwick, West Sussex,
    RH11 0PR

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