Complaints Procedure

Head Aesthetics views complaints as an opportunity to learn and improve for the future and to put things right for the person (or organisation) that made the complaint.

Our policy is:

• To provide a fair complaints procedure which is straightforward and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Head Aesthetics knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Definition of a Complaint

• A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Head Aesthetics.

Where Complaints Come From

• If something is perceived as improper, complaints may come from any individual, volunteer, or organisation with a legitimate interest in Head Aesthetics, including the public. Complaints can be received verbally, by phone, by email, or in person.

Confidentiality

• All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

• Overall responsibility for this policy and its implementation lies with Jessica Johnson

Review

• This policy is reviewed regularly and updated as required.

Publicised Contact Details for Complaints:

• Written complaints may be sent to Head Aesthetics Ltd, Unit A, 35 High Barholm, Kilbarchan, PA102EG or email jessica@headaesthetics.com
• Verbal complaints can be made in person to any of our staff at the same address above.

Receiving Complaints

• Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media. Complaints received by social media or in person need to be recorded.
• The person who receives a social media or in-person complaint should:
  • Write down the facts of the complaint
  • Take the complainant’s name, address and telephone number
  • Note down the relationship of the complainant to Head Aesthetics
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words

Resolving Complaints

• Stage One
  • In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Jessica Johnson (Clinical Director) within five business days.
    
    
  • On receiving the complaint, the Director records it in the Complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
    
    
  • Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint procedure should be attached. Ideally, complainants should receive a definitive reply within a month. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
    
    
  • Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken because of the complaint.
    
    
• Stage Two
  • If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Director level.
    
    
  • At this stage, the complaint will be passed to Jessica Johnson. The request for a Director-level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
    
    
  • The Director may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the case paperwork and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
    
    
  • If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally, complainants should receive a definitive reply within a month. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken because of the complaint. The decision taken at this stage is final, unless the director decides it is appropriate to seek external assistance with resolution.

Complaints can also go direct to Healthcare Improvement Scotland (HIS)

Healthcare Improvement Scotland (HIS) is the regulator for independent healthcare services across Scotland and can accept complaints from a complainant at any time.

Contact details are

Independent Healthcare Mailbox : his.ihcregulation@nhs.scot 

Healthcare Improvement Scotland (HIS)
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB
0131 623 4342