Complaints
Introduction
Dr Ed Robinson Aesthetics strives to provide high quality services that are safe and effective. Should we not meet this, we are committed to resolving issues or concerns about the service to ensure the patient is satisfied.
We believe that we can learn from all complaints and continually improve the quality of the care and service that we deliver.
Information about the complaint process is available to all patients so that they can raise any concerns.
Definitions
A ‘complaint’ is defined as any expression of dissatisfaction, either verbal or in writing, about an act, omission or decision made by a person or a member of their family, which requires a response. Any comments, concerns, general enquiries or suggestions are not classed as complaints.
A ‘concern’ is any issue causing concern to the patient or relative relating to their treatment. Concerns are normally raised informally and are usually resolved at local level by the clinic manager.
Being Open
At our clinic ‘Being Open’ involves apologising and explaining to patients who have been involved in a patient safety incident or complaint what has happened and what remedial actions have been put in place. At Dr Ed Robinson Aesthetics we will always promoting a culture of being open to ensure patient safety.
Roles and Responsibilities
Nicholas Faust, the manager of Dr Edward Robinson Aesthetics is responsible for investigating complaints.
Who Can Make a Complaint
A complaint can be made by a person who has directly been affected by an omission or action.
A complaint can be made on behalf of a person following them using the service.
How Can a Complaint be Made?
A complaint can be made by:
- By telephone or in person and made verbally. In any case, a written record of the complaint that describes the issues requiring investigation, must be kept. This must be agreed with the complainant and ideally, signed.
- In writing either by email or by letter. This should be addressed to Nicholas Faust manager or Dr Edward Robinson Aesthetics; nickfaust@dredrobinson.co.uk
Stage 1 – Local Resolution
Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager, Nicholas Faust.
In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an external independent practitioner.
The objective of this is to provide an explanation or a solution to your concerns. Our aim is to provide you with a full written response within 14 working days, or where this is not possible, an explanation as to the cause of the delay.
Written Response
If you wish to receive a written response it will address the matter acknowledging all points raised. The response will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action, and any actions taken / to be taken, as a result of the complaint.
You will be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied.
On completion of the investigation, a comprehensive response will be put together within in the expected deadline.
This response will include the following, as appropriate:
- a summary of the treatment
- an outline of the investigation process.
- details of the staff involved
- answers to all aspects of the complaint
- any statements from staff or notes of interviews held.
- an apology, where appropriate.
- copies of any clinic policies, procedures or national guidance, which are relevant to the case; and
- an outline of any agreed action or risk reduction measures.
Stage 2 – Independent Review
If you are dissatisfied, you have the option to escalate your complaint to an independent complaints Service.
The Cosmetics Redress Scheme (CRS)
0203 907 1853
Or Contact
Contact the Citizens Advice Service
Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone.
Seeking assistance from the Patients Association
Visit: https://www.patients-association.org.uk/helpline
Raising the matter with the Care Quality Commission.
Call us on: 03000 616161
Email us at: enquiries@cqc.org.uk
Look at our website at: www.cqc.org.uk
Recording Complaints
The complaint will be kept on file and maintained to include all details of the investigation and outcome by the manager.
Dr Ed Robinson Aesthetics holds a comprehensive record of any investigations including correspondence such as emails, letters and telephone discussions with time and date stamps where possible.
Any actions implemented to improve the service as a consequence of a complaint are recorded.
Learning from Complaints
The objective of the complaint’s procedure is not to apportion blame but to investigate the complaint with the aim to satisfy the complainant and learn from lessons for improvements in delivering a safe and responsive service.
Any recommendations and lessons learned made as a result of the investigation should be addressed accordingly.
Investigations of a complaint should include:
- Details of any risk reduction measures, lessons learnt and actions taken as a result of the complaint.
- An action plan where appropriate, with an identified lead person and target completion dates.
- Monitor progress of the action plan until complete