COMPLAINTS POLICY AND PROCEDURE
FOREVER YOUNG COSMETIC Complaints Policy
1. Introduction
At FOREVER YOUNG COSMETIC, we are committed to providing a high standard of medical and aesthetic care to our patients. Despite our best intentions, there may be times when our service does not meet our patients' expectations. This policy outlines the process by which we handle complaints to ensure they are dealt with properly and that we learn from feedback to improve our services.
2. Aims and Objectives of the Policy
- To provide a clear and transparent process for handling complaints effectively and efficiently.
- To ensure all complaints are investigated thoroughly and fairly.
- To ensure that patients' concerns are acknowledged, understood, and addressed.
- To ensure that the clinic learns from complaints and uses them to improve service quality.
3. Scope of the Policy
This policy applies to all staff members, patients, and individuals affected by the services provided at Forever Young Cosmetic.
4. How to Make a Complaint
A complaint may be made orally, by email or in writing to any staff member. All contact details are listed below. Patients are encouraged to provide as much information as possible to assist with the investigation.
5. Acknowledgement
All complaints will be acknowledged in writing or by email within 10 working days of receipt, detailing the steps to be taken and the timeline for a response.
6. Investigation
- A full investigation will be completed for all complaints. The investigation will be unbiased, and all relevant evidence will be considered.
- The person responsible for the investigation will be someone not involved with the incident or care of the patient.
7. Response
After the investigation is complete, a written response will be provided within twenty working days, where feasible. The response will include:
- A summary of the complaint.
- The findings of the investigation.
- Any action taken or to be taken as a result of the complaint.
If the investigation is not completed within twenty working days, we will inform the complainant about the reasons for the delay and provide a revised response date.
8. Confidentiality
All complaints will be managed with strict confidentiality. Identifiable information about the complainant will only be disclosed to those who need to know for the purpose of investigating the complaint.
9. Patient's Rights
Patients have the right to take their complaint to Nurse Midwifery Council (NMC) if they are not satisfied with the outcome of their complaint. Patients can also report any side effects, safety concerns, or incidents with medicines or medical devices through the Yellow card scheme.
10. Review
This policy will be reviewed regularly and amended to reflect best practices and legal requirements.
11. Policy Implementation
All staff are expected to be familiar with this policy and implement it when handling complaints.
Contact Details for Complaints:
Complaints Officer: Andrew Lewis
Address: Unit B, The Old Granary Business Units, Pyle road, Nottage, CF36 3TF.
Telephone: 01656 760365
Email: info@foreveryoungcosmetic.co.uk
Version: 0.2.4
Date: 23 Febuary 2024
*At forever young cosmetic, the content on our website is strictly for informational & educational purposes only. IT should not replace professional guidance from a certified medical aesthetic practitioner. Individual results may vary and no outcomes can be guaranteed.
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