Complaints Policy

 

Introduction

Lumiere Medispa Cosmetic Skin Clinic strives to provide high-quality, safe, and effective services. If we do not meet this standard, we are committed to resolving issues or concerns about the service to ensure the patient's satisfaction. We believe that we can learn from all complaints and continually improve the quality of the care and service we deliver. This policy outlines the commitment to treat all complaints and concerns about the service provided. Information about the complaint process is available to all patients so that they can raise any concerns. The policy applies to complaints against services or staff at Lumiere Medispa Cosmetic Skin Clinic and to those against independent health practitioners with practice and privileging rights at the location. 

Purpose

The purpose of the policy is to: 

  1. Establish a clear process for handling complaints so they can be managed and investigated adequately in a non-judgmental, appropriate, and timely manner.

  2. To enable staff at Lumiere Medispa to sympathetically manage complaints at a local level. 

  3. Ensure that patients know how to complain. 

  4. Ensure that patients feel confident that their complaints will be investigated seriously and findings will be learned from.

  5. Compliance with this policy will ensure that we meet the standards of the following:

  • Regulations of the Healthcare and Social Care Act 2008 (regulated activities) Regulations 2014.

  • Independent sector code of practice management of patient complaints. 

  • CRS Cosmetic Redress Scheme

  • Insurance

Definitions

A ‘complaint’ is defined as any expression of verbal or written dissatisfaction about an act, omission or decision made by a person or family member requiring 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 or experience. Concerns are normally raised informally and are usually resolved at the local level by the clinic manager. 

Complaints excluded from this policy

The following complaints are excluded from this policy: 

  • A complaint made by a staff member relating to their employment.

  • A complaint about another service 

  • A complaint that has previously been investigated and resolved. 

  • A complaint is being investigated by the independent complaints service.

Being Open

At our clinic, ‘Being Open’ involves apologising and explaining to the patient who has been involved in a patient safety incident/complaint what has happened and what remedial actions have been put in place. We will always promote a culture of being open to ensure patient safety. 

Roles and Responsibilities 

The clinic manager 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: 

  • Completing a complaints form on our website. At the first instance of knowing a formal complaint is being raised, the complainant will be sent a link to our complaints section on our website, where a complaint form can be formally submitted. 

  • If the complainant does not wish to use this preferred method, they can raise a complaint verbally by telephone or in person. In any case, a written record of the complaint that describes the issues requiring investigation must be kept. This record must be agreed upon with the complainant and, ideally, signed. 

  • In writing, either by email or by letter. This should be addressed to the manager. 

Complaints Process 

There is a two-stage process:  

Stage 1 - Local Resolution

Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.

If the person has a treatment-related complaint, the matter will be discussed with the relevant practitioner/s, and they may be required to attend an additional consultation with that practitioner or an external independent practitioner.

This aims to explain or solve their concerns. Our aim is to provide them 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 the complainant wishes to receive a written response, it should address the matter, acknowledging all points raised by the complainant. The response should include an explanation of how the complaint has been considered, the conclusions reached with respect to 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. 

At the end of the letter, the complainant should be informed how to access the next stage of the complaints process if the complainant remains unsatisfied. 

Upon completion of the investigation, a comprehensive response will be put together within the expected deadline.

This response should include the following, as appropriate:

  • A summary of the patient’s 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.

  • An outline of any agreed action or risk reduction measures is needed.

Stage 2 – Independent Review 

If the complainant is dissatisfied, they should have the option to escalate their complaint to an independent complaints service - https://iscas.cedr.com/

Or Contact 

CRS Cosmetic Redress Scheme

In the UK, all service providers need to signpost consumers to a government authorised consumer redress scheme. The Cosmetic Redress Scheme provides dispute resolution for the cosmetic market.

Visit: https://www.cosmeticredress.co.uk/consumers

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. 

03000 616161

enquiries@cqc.org.uk

www.cqc.org.uk

Recording Complaints 

The complaint will be kept on file/ database and maintained to include all details of the investigation and outcome by the manager.

Lumiere Medispa Cosmetic Skin Clinic will keep a comprehensive record of any investigations, including emails, letters, and telephone discussions, with time and date stamps where possible. 

Any actions implemented to improve the service because of a complaint should be recorded.  

Learning from Complaints

The objective of the complaint procedure is not to apportion blame but to investigate the complaint with the aim of satisfying the complainant and learning from the lessons to improve the delivery of a safe and responsive service. 

Any recommendations and lessons learned because of the investigation should be addressed accordingly. 

Investigations of a complaint should include: 

  • Details of any risk reduction measures, lessons learnt, and actions taken because of

             the complaint. 

  • An action plan, where appropriate, with an identified lead person and target completion

             dates.

  • Monitor the progress of the action plan until it is complete.

Where no learning or actions are identified from the investigation, this must be documented on the complaints form.

END