Penn Vet is pleased to receive comments and/or suggestions on how we can improve our services. We value your opinion.
We understand that there may be times when you are not completely satisfied with the service you have received. If you have a concern, please tell the Client Communication Liaison or Hospital Management Team as soon as possible. Formal complaints should be made within 3 months of the incident by either:
Please note:If you are voicing a concern on behalf of someone else, we must know that you have his/her permission to do so. A letter signed by the concerned party is required.
What to expect once your complaint is filed
All complaints will be dealt with professionally and sympathetically. The Hospital Management Team will:
- Explain the procedure to you and make sure that your concerns are dealt with fairly and promptly
- Acknowledge your complaint within 48 hours and assess your complaint within 15 working days
Following our review, we will be able to offer you a written evaluation and, if necessary, arrange a meeting with the parties involved.
Our pledge to you
We value your input and feedback. If you have a complaint or concern, we will:
- Find out what occurred
- Identify how we can improve upon the process to prevent the situation from occurring again