Introduction
Refresh Medispa is committed to providing high-quality healthcare services to all our patients. We value your feedback and appreciate you bringing any concerns or complaints to our attention. This policy outlines our process for handling complaints and ensuring that they are resolved promptly and fairly.
Scope
This policy applies to all complaints related to the services provided by Refresh Medispa including:
- Clinical care
- Administrative procedures
- Staff conduct
- Facilities and equipment
Definitions
- Complaint: An expression of dissatisfaction about the services provided by Refresh Medispa.
- Complainer: The person who makes a complaint.
- Designated Person: A senior member of staff appointed to handle complaints.
Making a Complaint
The person responsible for handling complaints at Refresh Medispa is Ms Debbie Smyth (Manager). You can make a complaint in writing via email (manager@refreshmedispa.co.uk) by phone (01494 550 550) or in person at the clinic. Please provide as much detail as possible about your complaint, including:
- Your name and contact details
- The date and time of the incident
- A full description of what happened
- The impact of the incident on you
Complaint Handling Process
- Acknowledgement: We will acknowledge receipt of your complaint within two working days.
- Investigation: We will investigate your complaint promptly and thoroughly. This may involve interviewing staff, reviewing records, and seeking expert opinion if necessary.
- Response: We will aim to provide you with a full and final response to your complaint within 20 working days. The response will outline our findings, any action taken to address the issue, and an apology if appropriate.
- Escalation: If you are not satisfied with our response, you can escalate your complaint to the local Healthwatch Service (Healthwatch Bucks) who can be reached on 01494324832 or via email info@healthwatchbucks.co.uk. For more information see website https://www.healthwatchbucks.co.uk/.
Service users can also escalate their complaint to the Care Quality Commission (CQC) the UK Healthcare Regulator. https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider.
Confidentiality
We will treat your complaint with the utmost confidentiality. Your personal information will not be shared with anyone outside of Refresh Medispa without your consent.
Record Keeping
We will keep a record of all complaints received and the actions taken to resolve them. These records will be kept for a minimum of seven years.
Feedback
We welcome your feedback on our complaints handling process. Please let us know if you have any suggestions for improvement.
Commitment to Continuous Improvement
We are committed to learning from complaints and using this information to improve our services. We will regularly review our complaints handling process and make changes as necessary.
Contact Us
If you have any questions about our complaints policy or would like to make a complaint, please contact us at:
Ms Debbie Smyth
51 Woodside Road, Amersham, HP6 6AA
