This Customer Care Policy outlines our commitment to delivering the highest standard of service to every client. It provides clear principles, guidelines, and processes to ensure that all contact, communication, and care are consistent, professional, and respectful.
2. Our Commitment
At Element Acupuncture, we believe that effective customer service is central to wellbeing, trust, and long-term success. We are committed to:
Treating all clients with respect, empathy, and dignity.
Providing clear, timely, and supportive communication.
Making all interactions — from enquiry to aftercare — as easy and accessible as possible.
Ensuring a consistent level of service delivery across all practitioners and services.
3. Standards of Service
We aim to:
Respond to all enquiries within 48 hours (business days).
Provide accurate and transparent information about treatments, services, and fees.
Keep client information confidential and handled according to GDPR and privacy laws.
Continuously improve our service based on feedback and evaluation.
4. Communication & Accessibility
We ensure that:
Clients have clear channels to contact us (phone, email, website).
Information about services is written in plain language and accessible formats.
Special requirements (mobility, communication, or cultural needs) are accommodated wherever possible.
5. Feedback & Complaints
We value all feedback as an opportunity to learn and improve.
Clients can provide feedback verbally, in writing, or via our website.
All complaints are acknowledged within 5 working days.
Complaints are investigated fairly and respectfully, with outcomes communicated clearly.
If a resolution cannot be reached, clients will be guided through a transparent escalation process.
6. Staff & Practitioner Responsibilities
All staff and practitioners are expected to:
Act professionally, courteously, and compassionately at all times.
Follow established service guidelines and protocols.
Communicate clearly and consistently with clients.
Seek guidance when challenges arise and escalate issues appropriately.
7. Continuous Improvement
We commit to:
Regularly reviewing client feedback and service processes.
Updating this policy to reflect best practice in healthcare and wellness.
Providing ongoing training and support for staff to uphold service excellence.
8. Alignment with Vision & Mission
This policy supports the overall vision of 5 Elements Health & Wellness: to provide holistic, person-centred care that integrates body, mind, and spirit. Every client interaction is part of fulfilling this mission.
9. Policy Access
The full Customer Care Policy is available to clients upon request and will be reviewed annually to ensure it remains up to date and relevant.
✨ This version is professional yet warm, sets clear expectations, and reassures clients of your integrity and commitment.
Would you like me to also create a shorter, client-friendly summary (for your website/brochure) alongside this full version, so you have both?
