{"content":[{"text":"SBRI Healthcare Complaints Procedure","bbox":{"left":0.279849,"top":0.177637,"width":0.4402849999999999,"height":0.022895}},{"text":"The SBRI Healthcare programme is committed to providing a high quality, responsive and \n accessible service. The following sets out the formal process for making a complaint which we \n have designed to be as efficient and effective as possible. Please note that complaints relating to \n disagreements about scientific judgments and any matters that are the subject of legal proceedings \n are excluded from this complaints process (see section on Scientific Judgments at the end of this \n document). Compliments and general feedback will also be dealt with outside of this process.","bbox":{"left":0.09538,"top":0.236015,"width":0.808392,"height":0.10438700000000004}},{"text":"Definition of a complaint","bbox":{"left":0.09538,"top":0.3762,"width":0.23463699999999998,"height":0.019625000000000004}},{"text":"Complaints submitted through this procedure should be concerned with the way in which a \n decision has been made or an action taken, rather than objections to the merits of the actual \n decision or action. Examples include:","bbox":{"left":0.09538,"top":0.4163,"width":0.7522009999999999,"height":0.05271300000000001}},{"text":"• \n •","bbox":{"left":0.125619,"top":0.491462,"width":0.008500000000000008,"height":0.03411700000000001}},{"text":"When we have said we would take an action and it has not happened; \n When the quality of our process was not as expected e.g. we took too long, lacked \n consistency or were unclear; \n When a member of our staff or someone working on our behalf acts in an inappropriate or \n discourteous way;","bbox":{"left":0.155481,"top":0.490552,"width":0.731091,"height":0.08865100000000004}},{"text":"•","bbox":{"left":0.125199,"top":0.544942,"width":0.008500000000000008,"height":0.016005000000000047}},{"text":"How to make a complaint","bbox":{"left":0.09538,"top":0.607257,"width":0.241774,"height":0.019625000000000004}},{"text":"Stage 1 \n The people who dealt with your enquiry, application or project will likely be best equipped to deal \n with the complaint. A simple misunderstanding may have arisen and we would therefore hope to \n be able to resolve it quickly and informally. Please contact the member of staff who has been \n dealing with your enquiry, proposal or project initially.","bbox":{"left":0.09538,"top":0.640297,"width":0.785477,"height":0.09659000000000006}},{"text":"Stage 2 \n If this is not possible you can make you complaint in writing, by letter or email to the Director of \n Innovations, Grange House, 15 Church Street, Twickenham, TW1 3NL \n or \n SBRI@LGCGroup.com","bbox":{"left":0.09538,"top":0.750511,"width":0.772049,"height":0.110842}}],"images_bbox":[{"left":0.095254,"top":0.06734,"width":0.136262,"height":0.078622},{"left":0.767745,"top":0.094953,"width":0.135153,"height":0.043646}],"images_bbox_not_text_overlap":[{"left":0.095254,"top":0.06734,"width":0.136262,"height":0.078622},{"left":0.767745,"top":0.094953,"width":0.135153,"height":0.043646}]}