City Aesthetics take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.
When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as
This procedure is based on these objectives.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we
respond to patients’ concerns in a caring and sensitive way.
- The person responsible for dealing with any complaint about the service which we provide is Lucy Woodside, the clinical director.
- If a client complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the
Complaints Manager is not available at the time, then the client will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your
complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. If we cannot arrange this within a reasonable period or if
the client does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
- If the client complains in writing or by email it will be passed on immediately to the Complaints Manager.
- If a complaint is about any aspect of clinical care or associated charges it will
normally be referred to the co-owners of the clinic, unless the client does not want this to happen.
- We will acknowledge the client’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with the client, asking how they would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the client about how the complaint will be handled and the likely time that the investigation will take to be
completed. If they do not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
- We will seek to investigate the complaint speedily and efficiently and we will keep the client regularly informed, as far as reasonably practicable, as to the progress
of the investigation. Investigations will normally be completed within 10 working days.
- When we have completed our investigation, we will provide the client with a full written report. The report 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 whether the practice is satisfied with any action it has already taken or will be taking as a result of the
- Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint