Complaints Policy

Name of Policy Complaints Policy
Original Creation Date Feb 2025 2
Signed off by: Director, Registered Manager 3
Next Review Date Feb 2027 4
Past review Dates (No dates listed) 5

Provider/Creator: Aesthetics London 6/ GIVE Consulting Policy Support Services 7

Note: This policy refers to employees but the same standards are expected from self-employed practitioners8.

The objective of this policy is To operate an effective system for the management of patient complaints that leads to the identification of areas for improvement, lessons learned and drive positive change through negative input9.

In relation to complaints received, JK Aesthetics Limited will demonstrate that they:

  • Understand the importance of dealing effectively with complaints in a timely manner, as well as acknowledging and acting on feedback received10.
  • Will ensure that all complaints are directed to the designated complaints manager, The Registered Manager11.
  • Will reduce the workload by resolving verbal complaints to the complainant’s satisfaction to avoid a formal complaints process12.
  • Will acknowledge a complaint and offer a discussion about the handling of the complaint with the complainant within 3 working days of receiving a complaint13.
  • Will keep the complainant informed if a response is delayed14.
  • Have functional knowledge of how to deal with complaints which is equitably applied15.
  • Consider the quality of care provided by putting themselves in the place of the patient and assessing their expectations for the service16.
  • Review services and how they are delivered in relation to complaints and feedback received17.
  • Make changes where necessary or appropriate to improve services and the patient experience18.
  • Monitor outputs from changes and developments as part of a continuous cycle of improvement19191919.
  • Keep accurate records and documentation for all complaints and feedback20.
  • Provide access to information about how to make a complaint, the complaints process, and timescales21.
  • Understand statutory obligations in respect of the Duty of Candour and will follow the agreed policy and procedure22.

    Compliments, Suggestions and Feedback

JK Aesthetics Limited will:

  • Ensure that services delivered are effective and responsive to the needs of the patient by encouraging and welcoming feedback23.
  • Reflect on compliments, suggestions, and other feedback received formally and informally24.
  • Maintain a record of all compliments, suggestions, and other feedback, together with the register of complaints, and review them regularly25.
  • Log the number of compliments received, as with complaints and other feedback26.
  • Share all compliments with members of the Team formally or informally27.
  • Anonymise compliments or seek permission from the patient before publishing or sharing28.

Suggestions are not complaints but will be recorded, reviewed, and actioned to prevent the risk of a future complaint29.

PROCEDURE

Summary of the Complaints Process

  1. Initial Attempt to Resolve: When a complaint is received, staff will try to resolve the issue immediately (or within 24 hours) if it’s within their role. If not, they will involve a colleague or more senior staff member30.
  2. Staff Action: Staff will explain the complaints process and report the complaint to The Registered Manager, who will assess and log it31.
  3. Formal Complaint: If the issue is resolved to the complainant’s satisfaction within 24 hours, the formal process is not necessary32. If it cannot be resolved within 24 hours, it will be recorded as a formal complaint33.
  4. Consent: If the complainant is not the patient, consent to investigate and resolve must be obtained from the patient34.
  5. Acknowledgement: The complaint will be acknowledged in writing within three working days, detailing the complaint and confirming an investigation will be undertaken35. The acknowledgement is not required to address the issues but to advise the matter will be investigated36.
  6. Discussion: Where possible and appropriate, a discussion will take place with the complainant to understand their expectations and preferred outcome(s). An action plan, timescale, and preferred method of communication will be agreed37373737.
  7. Investigation and Response: The complaint will be investigated, after which the complainant will receive a reply as agreed in the plan, and a meeting will be offered if necessary38.
  8. Further Resolution: If the complainant is dissatisfied with the response, further discussion and efforts must be made, including local mediation and arbitration where appropriate39.
  9. External Service: Where all attempts to resolve the complaint locally have been unsuccessful, details will be provided to an external complaints service who will conduct a full unbiased investigation40. The PHSO (Parliamentary and Health Service Ombudsman) is not appropriate for privately funded treatments41.

Receiving a Complaint

A complaint can be received either verbally or in writing and can be made by42:

  • Patients43.
  • Someone acting on behalf of a Patient with their written consent (e.g., a relative, advocate, or Member of Parliament)44.
  • Anyone affected, or likely to be affected, by the action, omission, or decision that is the subject of the complaint45454545.

Once a complaint is received, it must be managed using the formal process46.

Investigating Complaints

  • Before beginning an investigation, the seriousness of the complaint will be assessed47.
  • Even if a complainant doesn’t wish to pursue an issue, JK Aesthetics Limited will investigate to identify what led to the complaint to use it for service improvement and learning48.
  • The complainant may be invited to meet with The Registered Manager (face-to-face, online, or telephone) to discuss the complaint49.
  • It is important to establish the complainant’s expected outcome early and to communicate if it is realistic and possible50.

Anonymous Complaints

Anonymous complaints received online (company website or social media) will be investigated in the same way as named complaints51. They will be logged, corrective action taken and recorded, and, if appropriate, the response will be displayed online52

Vexatious Complaints

Complaints may be considered vexatious if they cause considerable disruption, disproportionate cost/time, and/or impact staff wellbeing (due to the way they are made or their repetitive nature)53.

To help decide if a complaint is vexatious, The Registered Manager will consider the full history and context of interactions, looking at both the nature of the complaint and the manner in which it is made54. Issues informing the decision include whether:

  • The primary purpose/effect is to disturb, disrupt, and/or pressurise staff or an individual member of staff55.
  • The complaint is otherwise clearly unreasonable56.

Important Points on Vexatious Complaints:

  • The practice will consider the needs and circumstances of complainants with a disability that makes it difficult for them to express themselves clearly, in line with the Equality Act 201057575757.
  • The complaint may be labeled as vexatious, but an individual complainant would not be labeled as vexatious58.
  • Deciding a complaint is vexatious does not prevent that person from making a formal complaint in the future59.
  • If a complaint is deemed vexatious, The Registered Manager will respond explaining why and state the complaint will be closed with no further action60.
  • The Registered Manager will also consider if the vexatious complaint requires a restriction on communication61.
  • The decision will be recorded in the complaints register62.

If an individual wishes to challenge a decision and local attempts fail, details of the external complaints service will be shared63.

The Complaints Register

The register will contain all correspondence and will include:

  • Details of the complaint (subject, date, method of receipt)64.
  • Date and method of acknowledgement65.
  • Notes from any meetings (agreed with the complainant where possible)66.
  • Details/evidence of any delay reason and keeping the complainant informed67.
  • The date the response letter was sent68.
  • Changes/developments made in response to the complaint and how/when they were shared69.
  • Learning from the complaint to improve quality of care70.
  • Dates of formal complaints reviews71.
  • For telephone complaints, the log includes date, time, and content of the call72.

Complaints shared for learning will be anonymised by removing all identifiable Patient or complainant information73737373.

Time Limits for Submitting a Complaint

Complaints will normally be made within74

  • 1 month for intervention related issues.
  • 2-3 weeks for customer service issues.

This is from the date of the incident or when the complainant became aware of it. This timescale can be extended if there are good reasons and a fair investigation can still be carried out75.

Complaints Files and Records

  • A separate file will be kept for complaints records and letters76.
  • These records must never appear in a Patient’s electronic or paper medical records77.
  • Any complaint resolved via the formal procedure will be kept on record for 10 years (same as litigation cases)78.
  • The practice will comply with Data Protection legislation and GDPR79.

Audit and Evaluation

JK Aesthetics Limited will:

  • Record, monitor, review, and analyse all complaints and feedback as part of the continuous improvement cycle to inform performance, effectiveness, quality, safety, and trends80.
  • Review complaints, compliments, and other feedback as a standing agenda item at meetings81.
  • Ensure that staff members are trained to deal with complaints, compliments, suggestion, and feedback and understand the procedure so they can advise complainants accurately82.