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