Complaints Policy

Date Effective: 01/04/2025

Review Date: 01/04/2027

Version No: 1

Clinic: The Aesthetics Nurse Clinic

Telephone: 07904 019159

1. Reason for Policy and Purpose

This policy outlines the process for managing complaints at The Aesthetics Nurse Clinic. It ensures that complaints are addressed fairly, efficiently and consistently in accordance with Healthcare Improvement Scotland expectations. Feedback is used constructively to support service development and improvement.

2. Policy Statement and Aims

The Aesthetics Nurse Clinic is committed to ensuring that complaints are listened to, respected and resolved wherever possible. We encourage open communication and value complaints as an opportunity to learn and improve the quality of our services.

3. Scope

This policy applies to all clinical and administrative staff working for, or under practising privileges at, The Aesthetics Nurse Clinic. It also applies to anyone involved in managing or responding to complaints from patients, visitors or members of the public.

4. Definitions

Complaint: An expression of dissatisfaction regarding any aspect of care or service delivery.
Informal complaint: A complaint resolved at the point of service delivery without invoking the formal procedure.
Formal complaint: A verbal or written complaint that requires investigation and a formal response.

5. Procedure

5.1 Informal Complaints

Patients are encouraged to raise concerns with the Clinic Manager or relevant staff member at the time of the issue.
Many complaints can be resolved promptly by providing an explanation, apology or appropriate remedy.

5.2 Formal Complaints

Complaints may be made verbally, by telephone on 07904 019159, or in writing to info@theaestheticsnurse.uk.
If a third party makes a complaint on a patient’s behalf, written consent must be obtained from the patient concerned.
Where a complaint is made in person, it will be heard in a private space and sufficient time will be allowed for the patient to explain their concerns fully.
The complaint will be recorded and, where applicable, signed by the patient.

5.3 Investigation and Response

The Manager will acknowledge the complaint within 5 working days.
A full response will be issued within 10 working days.
If more time is required, an update will be provided within 5 days of any extended investigation.

5.4 Outcome and Resolution

The outcome will be provided in writing. For minor concerns, a telephone response may be used where appropriate.
Any actions taken will be recorded and the complaints register will be updated.
Patients will be reassured that making a complaint will not adversely affect their care or treatment.

6. External Referral

Patients have the right to refer their complaint to the regulatory authority at any time, including before the clinic’s internal complaints process has concluded.

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
Email: his.ihcregulation@nhs.scot

7. Responsibilities

All staff must listen to concerns respectfully and escalate issues that cannot be resolved immediately.
The Manager investigates formal complaints, communicates with patients and maintains the complaints register.
The Registered Manager ensures that learning from complaints is incorporated into service development and clinical governance.

8. Enforcement and Compliance

Failure to follow this policy may result in disciplinary action. Serious concerns about service delivery identified through a complaint will be reviewed under the clinic’s clinical governance processes and escalated to the appropriate regulator where required.

9. Related Information

Duty of Candour Policy
Clinical Governance Policy
Equality and Diversity Policy
Consent and Safeguarding Policies