COMPLAINTS POLICY AND PROCEDURE
1 Our Aim
Dr Gabriela Aguilar Medical Aesthetics Ltd is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our patients and other service users, and by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
we deal with it promptly, politely and, when appropriate, confidentially
we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
resolve informal concerns as quickly as possible
keep matters low-key
enable mediation between the complainant and the individual to whom the complaint has been referred
This policy is designed to ensure that we provide guidelines for dealing with complaints from patients, members of the public and other service users about our services, facilities and staff.
Our complaints procedure and forms are readily available in our clinics to any persons wishing to make a complaint about the company or any staff members.
A complaint is defined as any expression of dissatisfaction, however it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and, wherever possible, resolved to the complainant's satisfaction.
Dr Gabriela Aguilar Medical Aesthetics Ltd’s responsibility will be to:
acknowledge the formal complaint in writing;
respond within a stated period of time;
deal reasonably and sensitively with the complaint; and
take action where appropriate.
A complainant's responsibility is to:
bring their complaint, in writing, to Dr Gabriela Aguilar Medical Aesthetics Ltd’s attention normally within 8 weeks of the issue arising;
raise concerns promptly and directly with a member of staff in Dr Gabriela Aguilar Medical Aesthetics Ltd;
explain the problem as clearly and as fully as possible, including any action taken to date;
allow Dr Gabriela Aguilar Medical Aesthetics Ltd a reasonable time to deal with the matter, and
recognise that some circumstances may be beyond Dr Gabriela Aguilar Medical Aesthetics Ltd’s control.
Every attempt will be made to ensure that both the complainant and Dr Gabriela Aguilar Medical Aesthetics Ltd maintain confidentiality. A record of all correspondence with the complainant or relevant third parties is to be maintained and stored in line with GDPR regulations.
However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant as soon as reasonably possible.
6. Complaints Procedure:
Written records will be made by Dr Gabriela Aguilar Medical Aesthetics Ltd at each stage of the procedure and stored in line with GDPR regulations.
Any complaints made about staff, services or other service users must be recorded on the complaints forms provided and will be made available to the complainant.
In the first instance, staff member(s) must establish the seriousness of the complaint. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
If the complaint cannot be resolved informally, the complainant is advised to make a formal complaint, using the following procedure. The complaints procedure and relevant complaint form are also available to patients upon request at our clinics.
A formal complaint can be made either verbally or in writing. If verbally, a statement will be taken by the relevant member of staff. This must then be recorded on the complaints forms provided and made available to the complainant. If in writing, complainants are encouraged to use the patient complaint form. This form is available in our clinics or can be sent via email upon request.
a) In all cases, the complaint will be passed to the company directors without delay.
b) The relevant director handling the complaint will acknowledge the complaint in writing within 48 hours of receiving it.
c) A company director will investigate the complaint. Any conclusions reached will be discussed with the staff member involved.
d) Complainants will be kept up to date of all investigations and related findings.
e)The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter will be sent explaining why.