PATIENT COMPLAINTS PROCEDURE (copy of this form is given to each complainant)
The designated Complaints Officer is the Registered Manager. If you wish to lodge a complaint, the Registered Manager will be informed and will deal with the matter. If the complaint is made in person, you will be taken into a private area and time given to hear the comment or complaint in full. If you are not the client, written consent must be provided by the client on whose behalf the complaint is being lodged.
If the complaint is made in writing, the complaint will be recorded as such and you (the client) will be invited to lodge an official complaint, laying out in detail the circumstances of the complaint. This will allow us to deal with the complaint in a recorded and structured manner. The Registered Manager will record the relevant information on a complaint form. The matter will be fully investigated and a report or an acknowledgement will be supplied within two working days.
Depending on the nature of the complaint, the Registered Manager will endeavour to resolve the complaint to your satisfaction. You will be informed of the outcome in writing. In the case of minor matters, the client may be informed by telephone. Should you remain dissatisfied, you will be given information to allow further avenues of complaint.
National time limits for complaints will be considered:
A written acknowledgment within two working days (unless a full reply can be completed within five working days).
A full response within 20 days.
where a full investigation is taking place, an update in 20 days and a full response within 5 days of conclusion.
You will be supported in your access to this procedure.
Please finally be assured that whilst you have made a complaint this will not in any way detract from the standard of care and treatment offered to you at SKINFIX Clinic.
The designated Complaints Officer is the Registered Manager. If you wish to lodge a complaint, the Registered Manager will be informed and will deal with the matter. If the complaint is made in person, you will be taken into a private area and time given to hear the comment or complaint in full. If you are not the client, written consent must be provided by the client on whose behalf the complaint is being lodged.
If the complaint is made in writing, the complaint will be recorded as such and you (the client) will be invited to lodge an official complaint, laying out in detail the circumstances of the complaint. This will allow us to deal with the complaint in a recorded and structured manner. The Registered Manager will record the relevant information on a complaint form. The matter will be fully investigated and a report or an acknowledgement will be supplied within two working days.
Depending on the nature of the complaint, the Registered Manager will endeavour to resolve the complaint to your satisfaction. You will be informed of the outcome in writing. In the case of minor matters, the client may be informed by telephone. Should you remain dissatisfied, you will be given information to allow further avenues of complaint.
National time limits for complaints will be considered:
A written acknowledgment within two working days (unless a full reply can be completed within five working days).
A full response within 20 days.
where a full investigation is taking place, an update in 20 days and a full response within 5 days of conclusion.
You will be supported in your access to this procedure.
Please finally be assured that whilst you have made a complaint this will not in any way detract from the standard of care and treatment offered to you at SKINFIX Clinic.
