MedCo Europe

At Med-Co, we try hard to keep our promises and to meet the standards of performance we have agreed with our clients and the clinicians who work for us.

As part of our ongoing quality assurance procedures, after each initial assignment (or a major change in an on-going assignment) you should receive an evaluation form that asks you to let us know what you think of our service. If an unsatisfactory mark is awarded in any area, we will contact you to find out how we could improve.

We have a hard won reputation for consistently meeting or exceeding the expectations of those who use our service, but we recognise that on rare occasions, things may prevent us from doing so. Under these circumstances, we have a simple and well-defined Complaints Procedure that will allow us all to clearly examine the issues and find a way to fairly and reasonably resolve matters.

If for whatever reason, you feel that the service you have received (or are currently receiving from us) does not meet that which was promised or agreed, or in some other way, falls short of the standards or value you might reasonably expect, we ask that you follow the steps below.

Whatever the query or problem, the first step is to talk to someone about it. Despite everyone’s best efforts, misunderstandings or mistakes can sometimes happen, and by remaining calm, reasonable and objective, we can usually resolve them.

Contact the Med-Co employee who is responsible for the matter at issue
(If you do not know their name, ask to speak to the Recruitment Manager)
Explain why you are unhappy, why you feel this falls short of your expectations
and what you would now like to happen
Give as much information as you can about the facts surrounding the matter
(for example if a doctor is late, when and by how long)
Make simple notes of names and of any points discussed or action agreed

We feel sure that in most cases the matter will be openly discussed and simply and quickly resolved on the same day, or allowing for discussion with a supervisor, within 48 hours.

If your complaint is about a member of our own team, you may of course, prefer to speak directly to our Recruitment Manager, or a member of the senior management team as appropriate. The names and contact details for these managers, can be found on our website at www.med-co.com .

Sometimes, the matter may be complex or your normal Med-Co contact may not have the authority to take the action needed to resolve the issue. Under these circumstances, the matter will be referred to a member of the senior management team.

If this happens, you will be given the name and position of the person who will deal with the matter.
Whenever possible, the nominated manager will telephone you within 48 hours to discuss things in more detail.
You may be asked to put your complaint or query in writing and include any written evidence or supporting statements (this is especially relevant if your complaint concerns the professional conduct or skills or a locum doctor or a significant breach of statutory obligations or duty of care)
You will receive an initial reply to your letter (or if agreed to handle by telephone, a return telephone call) within 5 working days.
We will endeavour to find an amicable solution to your problem within 14 working days of the matter being referred to a senior manager.

Exceptionally, it may be necessary to refer the matter to the Managing Director. Normally, the senior manager concerned, will automatically do this on your behalf if he or she feels this is necessary.

As you may expect, the Managing Director may not always be immediately available but as the company founder, you can be sure that she will work as quickly as possible to clear the matter.

Any complaints referred to the Managing Director, will receive an initial written reply within 5 working days.

As the founder and owner of the company, the Managing Director’s decision will be final in all matters.

Med-Co Europe Ltd is a member of the REC, the organisation responsible for setting the recruitment industry’s standards and codes of conduct.

As members of both the REC and their specialist Medical Recruitment Division, we have agreed to adhere to their professional code of conduct and abide by their formal complaints procedure. You can find these documents on their website at www.rec.uk.com or by contacting them at 36-38 Mortimer Street, London, W1 7RG.

Should you feel that having followed Med-Co’s own internal complaints procedure, the matter remains unresolved, you may wish to contact the REC who will mediate in any further discussions or if necessary, will invoke their own complaints procedure.