Complaints Policy
I aim to deliver the highest standard of care and customer service.
I provide aesthetics procedures, and I am fully trained and insured. I am also an NMC registered Midwife.
All my clients will be treated with respect, dignity, compassion, and confidentiality. However, sometimes we may fall short of the service we strive to provide.
If there are any concerns regarding the above, this can be resolved by reporting it to myself. This may be done in writing, e-mail, telephone or in person. All contact details are available on request or via my Social Media.
I would ask that any complaints are made as quickly as possible after the event or procedure, when memories are clear, as this will allow me to investigate appropriately. All complaints should be made within 6 months of the event/procedure/service.
I will always listen to all concerns and try to resolve any issues quickly and effectively.
I will acknowledge any complaint within 3 working days. This may be by e-mail, telephone or letter and an official response will be offered within 20 days. If I feel that this is not sufficient enough time to thoroughly investigate the complaint, I will always keep the complainer informed of this. If the complaint is with regards to a treatment, the patient may be asked to return to the clinic for a follow-up appointment and a written response will be issued within 20 days following this.
All complaints will be monitored and evaluated every 3 months to see where I can improve my service and I will always welcome any client feedback.
Any client feedback will be recorded / stored. Any areas requiring improvement will be worked on / improved. This could require further training, further study or peer support. Positive feedback can be used as part of Continuing professional development (CPD). CPD is defined as learning experiences which help develop and improve professional practice. This can include building on your strengths, as well as developing yourself where you have capability gaps.
Being an independent healthcare provider, I am regulated by Healthcare Improvement Scotland (HIS), patients can contact HIS at any point of the complaints process not only if local resolution is not agreed.
Address:
Programme Manager
Indepeendent Healthcare Services Team
Healthcare Improvement Scotland
1 South Gyle Crescent
Gyle Square
Edinburgh
01316234342 (10am – 2pm Monday to Friday)
Email: his.ihcregulation@nhs.scot
Reference:
Health Improvement Scotland