V 1.0 Effective Date 12.10.21 Review Date 12.10.23
This document states Aesthetics Ayrshire Limited’s policy with reference to dealing with complaints made to the clinic. Our aim is to always provide our clients with the highest possible standard of care and service.
The policy affects clients, staff members, and contractors.
Definition of a Complaint
A complaint is an oral or written expression of dissatisfaction about any matter reasonably connected with the services provided by our clinic.
A complaint that is made orally will be listened to and resolved as soon as possible.
If the complaint is in writing, the letter will be acknowledged within 5 working days, advice will be sought from the indemnity insurance provider and a copy of this policy will be included in the written response.
The complaint will be investigated fully and a reply will be provided within 20 working days. It may be necessary to arrange a meeting with the person who has made the complaint to fully understand the nature of it.
All complaints will be recorded in the Complaints Register Folder.
Where the complaint relates to a breach of statutory regulations can be made to Healthcare Improvement Scotland – Independent Healthcare Team. Information and guidance are available on how to complain and accessible to everyone who uses our clinic.
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible
Aesthetics Ayrshire Ltd welcomes suggestions for improvements, compliments, and the sharing of concerns or complaints from clients always; clinic staff will ensure clients are listened to always, and as such we welcome such feedback in a variety of ways.
Clients are encouraged to discuss any concerns regarding their treatment or service with the responsible therapist or clinician directly or indeed through our feedback form. Clinic staff are also responsible for ensuring any concerns regarding the treatment or service delivered to a customer are recorded within the relevant client’s notes.
We understand the anxiety which can be caused to an individual when making a complaint and as such all complaints are treated with the utmost sensitivity, respect, and confidentiality. Complaints are handled without prejudice or assumptions – regardless of how minor or serious the complaint is; staff will always work to resolve the problem at the earliest convenience.
Complaints can be made on a confidential or anonymous basis; with the complainant being assured of the protection of their personal identity. Neither client nor staff member will be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care or service. Where a complaint is made in person during a treatment the responsible staff member will seek to resolve the complaint at that point – within the scope of their role and where possible, where a complaint is made by telephone/social media/email this will be acknowledged immediately however will be resolved by following the procedures in this policy.
At Aesthetics Ayrshire we pride ourselves in delivering outstanding professional customer service to all of our clients. We are the leading ambassadors in providing specialised skincare treatments carried out by our dedicated team of Nurses and Therapists. We treat all of our clients with the utmost care, compassion and respect, however, there may be times when the service that you have received does not meet the high standards that we aim to deliver.
Should this happen, the most effective way to resolve any concern is by letting the Clinic Manager (Jillian Bradford) or Practitioner (Leah Norman) know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint we will be pleased to help and support you through the process.
It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts. You should normally make your complaint within six months of the incident you are concerned about. Aesthetics Ayrshire may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.
We will always aim to resolve your complaint as soon as we receive it however where this is not possible the complaint will be investigated by the Clinic Manager and you will receive an acknowledgment of your complaint within 5 working days. This may be by email, letter or telephone.
The Clinic Manager will provide you with a written response within 20 working days from the acknowledgment of your complaint however If the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.
If your complaint is regarding a treatment that you have received the matter will be investigated by the Clinic’s Medical Team and Clinic Manager including a representative of the Board of Directors. You may be asked to attend the clinic for an assessment with a nurse or a Doctor. Once this has taken place you will receive an outcome of your complaint within 20 working days by letter or email.
If you are not happy with the response that you have received from the Clinic Manager your complaint will be escalated to our Directors.
Any complaint relating to the service or treatment that you have received will be escalated to the Directors. This is stage 2 of the complaints policy.
Your complaint will be acknowledged by a member of the Board and a full response will be provided following an investigation within 20 working days should the investigation take longer than this the complainant will be updated every 20 working days.
Healthcare Improvement Scotland can help patients at any time if they are unhappy about the result of a concern or complaint they have made about a service. We will advise our patients to contact Healthcare Improvement Scotland at any point if they are unhappy about the result of a concern or complaint they have made to us.
Healthcare Improvement Scotland contact details are:
Healthcare Improvement Scotland
1 South Gyle Crescent
Telephone: 0131 623 4342 (10am-2pm, Monday to Friday)