Complaints

COMPLAINTS
PROCEDURE

At Specialist Cosmetic Care our patients are our highest priority, and we endeavour to provide exceptional post-operative care to each and every one of them. However, if you feel the service you received did not live up to the high standards you expect, please contact us and follow our complaints procedure so we may rectify the matter as soon as possible and improve our overall service.

Any complaints should be made in writing to the Registered Manager, Laura Summers, who will conduct an investigation and gather information.

The investigation will include:

Speaking to all person concerned
Reviewing records and other documents
Producing a written summary of the facts of the complaint
Producing responses to written complaints
Completing the appropriate records of the complaint
Informing all relevant parties as to the outcome of the complaint and any remedial action.

This will lead to a full written report being produced, which will include any recommendations and actions by the Registered Manager, and will be made available to those concerned.

Where a complainant is not satisfied at the conclusion of the complaint process, they have several options depending upon the nature of the complaint:

Independent dispute resolution – contact details to be notified by the service provider
Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator (Nursing & Midwifery Council).
Where the complaint relates to a breach of statutory regulations and the organisation is registered with the Care Quality Commission patients can contact the CQC.
Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider.