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Hear4U Hinckley 01455 234 600 Leicester 0116 262 3279 Rothwell 01536 713775
Policies and Procedures

Policies and Procedures

Infection and Virus Control

 

With the recent lockdown update we will be sanitising our clinics every day, once per hour and in-between every appointment. If you have an appointment with us please come in with your facemask, immediately sanitise your hands with the sanitiser provided and keep social distancing where possible.

If you experience any COVID-19 symptoms please DO NOT attend your appointment, give us a call on 01455 234600 (Hinckley) 0116 262 3279 (Leicester) 01536 713775 (Rothwell) and we will be able to re-schedule this for you.

Our audiologists will continue to provide the best services with clean aprons, gloves, faceshields and masks. If you have any concerns please don’t hesitate to contact us.

Due to the recent advice given by the government regarding individuals over the age of 70, Hear4u would like to offer our support.

We offer FREE hearing tests within the comfort of your own home.

This is your hearing test, fitting of your hearing aids and all your check-ups. All staff are fully equipped with gloves and hand sanitiser which will be used for EVERY client before and after treatment.
All of our earwax removal equipment is single use only. They are all brand new and sterilised per person! Our centres are fully sanitised every two hours. Please be assured we are doing EVERYTHING we can to continue supporting our community.

Please call 01455 234600 to book your appointment now.

Our full Coronavirus policy is available to read on our website, here – Coronavirus Policy and Procedure

 

Policy Statement

Hear4u and Healthscreen Ltd’s policies and procedures outline that we are committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

A complaints procedure has been set up for people who feel dissatisfied with the service.

You have a right to complain and have it investigated. Hear4u and Healthscreen Ltd aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.

 

How to Complain

Firstly, raise your complaint with the member of staff responsible for the service about which you are complaining.  If the matter is not resolved, promptly or fully, by them their line manager will become involved to work with you and the individual or team to reach a satisfactory resolution.

If you are not satisfied with how your complaint has been handled you may begin the formal complaint procedure.  Details of this are set out below.

Please contact us with the details of your complaint, initially the complaint should be sent to the Managing Director.

 

What will happen next?

1.  Hear4u will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2.  Hear4u will then investigate your complaint. This will normally involve passing your complaint to the most appropriate manager who will review your complaint.

3.  The manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.

4.   Hear4u will write to you within 14 working days of receiving your request for a review, confirming the final decision on your complaint and explaining our reasons.

5.   If you are still not satisfied, you can then contact the Chief Executive about your complaint.

If Hear4u has to change any of the timescales above, we will let you know and explain why.

 

Disability Policy

Hear4u is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination.
The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.
The organisation – in providing goods and/or services and/or facilities – is also committed against unlawful discrimination of customers or the public

Physical access to Hear4u premises seeks to provide all clients with equal access to our buildings making alternative provision where necessary also expert advice is sought wherever necessary.

We offer home visits to clients who have limited mobility, however, you must make sure you inform the member of staff when booking your appointment that you require disability access.

As well as offering home visits we offer disability access at our Hinckley Branch, which is based on 13 King Street, Hinckley, LE10 1QT.

Our Rothwell branch is unable to offer disabled access due to the design of the building. Home visits are available upon request within the Northampton area.

We do offer disability access at our Leicester branch; however, the width of the consulting room is built to accommodate a standard sized Wheelchair which is 32 inches wide. (Any Wheelchair wider than this will not fit!)

If you wish to discuss this policy further, please contact the Head Office on 01455 234600.

 

Ear Wax Removal Policies

Terms and Conditions; For all wax removal appointments we take a £30 non-refundable deposit at the time of booking. Please turn up to your appointment 5 minutes before to complete your medical form. We allow 15 minutes grace period should you have no wax then we will provide a hearing assessment if necessary, and medical referral if required. The £30 payment is for our time, not for a given procedure. If you need to come back for a 2nd follow-up appointment there is a charge of £20, if you need to come back for a 3rd appointment, then it will be another £30 charge.

*For home visit appointments we require the full amount of £120.00 payment at the time of booking which is non-refundable. If we need to come back for a second appointment, there is a charge of £80. If a third appointment is required, another £120.00 will need to be paid.

Should you wish to avoid any extra charges, we strongly advise putting olive oil into your ears for at least 3-5 days prior to your appointment. If you need to reschedule, please make sure it is within 24 hours of your appointment or there will be the customary £30 charge for another appointment.  If you wish to cancel your appointment the £30 charge stands and there will be no refunds given.

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