Complaints Policy

Everyone has the right to expect a positive experience and good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints professionally, so customers concerns are dealt with appropriately.

Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback as they provide an audit trail and can be early warnings of failures in service delivery when handled well.

Aims and Objectives

We aim to provide a service that meets the needs of our patients and we strive for a high standard of care.
We welcome suggestions from patients and from our clinicians and staff about the safety and quality of service, treatments and care we provide. We are committed to an effective and fair complaint system. We support the culture of openness and willingness to learn from incidents, including complaints.

Promoting Feedback

Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as save face ltd.
Complaints can be carried out in a variety of ways including
Through our patient feedback forms.
Through direct communication with the clinic.
Through discreetly located suggestion boxes.
By telephone or text telephone text or e-mail.

Clinician and Staff Training

All clinicians and staff have been appropriately trained to manage complaints competently.
Regular reviews are conducted by Saskia Dixon to ensure the understanding of complaints procedure among clinicians and staff.

Complaints Policy

Patients are encouraged to provide feedback, suggestions, compliments, concerns and complaints in a range of ways.
Patients are encouraged to discuss any concerns about treatment and service with the treating clinician,this is actively sought at either the next appointment or review appointment. Or they can complete a customer feedback form.
Clinicians and staff can also use the feedback form to record any concerns and complaints about the quality of service or care to customers though we have team meetings to openly discuss matters.
All complainants are treated with respect, sensitivity and confidentiality.
All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
Patients and staff can make a complaint on a confidential basis or anonymously if they wish and be assured that their identity will be protected.
Clinicians and staff are expected to attempt resolution of complaints and concerns at points of service, wherever possible are within the scope of their role and responsibility.
Patients, clinicians and staff will not be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
Any concerns raised remotely, via telephone, e-mail or text must be acknowledged promptly and where possible a face to face appointment booked in ASAP in order to discuss in detail with accompanying assessment and review for medical records.

The process of resolving the problem will include;

An expression of regret to the patient for any harm or distress suffered.
An explanation or information about what is known without speculating or blaming others.
Consideration of the proposed problem and the outcome to the patient, actively seeking and proposing a solution, and confirming that the patient is satisfied with the proposed solution.
Clinicians and staff will consult their manager if addressing the problem is beyond their responsibilities.

Responsibilities

Saskia Dixon is responsible for;
Coordinating investigation and review of formal complaints, conducting risk assessments, liaising with complainants maintaining a register of complaints and other feedback.
Ensuring there is meaningful reporting on trends in complaints.
Ensuring compliance and review of complaints management policy notifications to insurers and consultation with professional registration bodies and others where necessary.

Time Frames

Formal complaints in writing will be acknowledged in writing or in person within 48 hours of receipt.
The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long is it is expected to take.
If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within Seven days of those issues being identified when possible.
Formal complaints are investigated and should when possible be resolved within 35 days.
If the complaint is not resolved within 20 days the complainant, clinicians and staff who are directly involved with the complaint will provide with an update.

Records and Privacy

The complaints manager maintains a complaints and patient feedback register with records of informal feedback an (suggestions for improvements and feedback forms) and formal complaints.
All interactions with the complainant, including face to face telephone e-mail or text are documented in the patient record.
Personal information on individual complaints is kept confidential and is only made available to those who need to deal with the complaint.
Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint (when necessary)
Individual complaints files are kept in a secure filing cabinet in the main body of the clinic under restricted access section on this computer filing system.
Patients are provided with access to their medical records in accordance with the confidentiality policy. Others requesting access to medical records as part of resolving a complaint are provided with an access only if the patient has provided authorization in accordance with the confidentiality policy.

Open Disclosure in Fairness

Complainants are initially provided with an explanation of what has happened based on the known facts.
At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Investigation and Resolution

Saskia Dixon carries out investigations and complaints to identify what happened, the underlying causes of the complaint and preventative strategies.
Information gathered from
Talking to clinicians and staff directly involved.
Ask staff involved to provide a factual report of the incident.
Listening to the complainants views on their experience and concerns.
Establishing what kind of resolution is expected.
Reviewing medical records and other records, and creating a coherent timeline of treatment episodes reviews and communications.
Gathering and reviewing any supporting documents and records
Reviewing relevant policies standards and guidelines.

Complaints About Individuals

Where an individual Commission or staff member has been nominated by a complainant the matter will be investigated by the relevant manager who will;
Inform the clinician or staff member of the complaint made against them.
Ensure no judgement is made against the clinician or staff member while an investigation is being carried out.
Ensure fairness and confidentiality is maintained during the investigation.
Encourage the clinician or member of staff to seek advice from their professional association/ body if desired.
Where the investigation of a complaint results in findings and recommendations about individual clinician and staff members the issues are addressed through the services staff performance and review process.

Risk Assessment

After receiving a formal complaint Saskia Dixon reviews the issues in consultation with relevant clinicians to decide what action should be taken, consistent with the risk management procedure.

Reporting and Recording Complaints

The complaints manager prepares reports on the number and types of complaints the outcomes of complaints and recommendations.
Recommendations for change and any subsequent action that has to be taken the reports are provided to staff clinicians and senior management and if appropriate uploaded into personal portfolio for audit and appraisal.
The complaints manager periodically prepares case reviews using anonymised individual complaints to demonstrate how complaints are resolved and followed up for information of staff and for use in audit and appraisal information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and clinician review meetings as part of reflecting on the performance of the service and opportunities for improvement.
Complaints reports are considered and discussed at monthly clinical review meetings.

Formal Complaints

Complaints that are not resolved at the point of service, or that are received in writing and require follow up are regarded as formal complaints.
Clinicians and staff refer complaints to Saskia Dixon if ;
After attempting to resolve the complaint, they do not feel confident in dealing with the complainant or that the outcome the complainant is seeking is beyond the scope of their responsibilities.
They believe that the matter should be brought to the attention of someone with more authority.
If the complainants complaint is not resolved at the point of service, clinicians and staff are expected to provide the complainant with the formal complaints policy (eg ask to be put in writing)
The complaints manager coordinates resolution of formal complaints in close liaison with the patient, treating clinician and other staff that are directly involved.

Assessing Resolution Options

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of external bodies and authorities.
The complaints manager will signpost the complainant to an appropriate external body if there is a serious question about the adequacy of the safety of health practitioner.
The complaint raises complex issues that require external expertise.
Where the complaint is not related to a clinical episode/ outcome but a customer service issue and has not been resolved to patient satisfaction.
Then Derma Revive undertakes to signpost patients to the relevant authorities eg ( The Chartered Trading Standards Institute).

Policy Statement

Everyone has the right to expect a positive experience and good treatment outcome. In the event of concern or complaint patients have a right to be listened to and be treated with respect. Service providers should manage complaints professionally so customers concerns are dealt with appropriately. Good complaint handling matters, because it is important way of ensuring customers receive the service they are entitled to expect. Complaints are also a valuable source of feedback, they provide an audit trail and could be the early warning of failures in service delivery. When handled well complaints provide an opportunity to improve service and reputation.

Aims and Objectives

We aim to provide a service that meets the needs of our patients and strive for a high standard of care. We welcome constructive suggestions from patients and from clinicians and staff about the safety and quality of service, treatment and care we provide. We are committed to an effective and fair complaint system.
We support a culture of openness and willingness to learn from incidents including complaints.
Promoting feedback information is provided about the complaints policy and external complaints bodies patients can go to with a complaint such as Save Face limited in a variety of ways including:
On our website
Through patient feedback forms in clinic.
Discreetly located anonymous suggestion boxes
By e-mail or letter.