Complaints Policy (internal)

 

Policy Statement

 

Everyone has the right to expect a positive experience and a 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; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

 

Aims & 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, treatment and care we provide.

• We are committed to an effective and fair complaints system; and

• 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 that 

patients can go to with a complaint, such as [Save Face ltd] in a variety of ways, including;

 

• On our website 

• Through our patient feedback brochure; 

• Publicity about the service; 

• Posters in reception; 

• Discretely located suggestion boxes; and by clinicians and staff inviting feedback and comments.

• Via email to tkaestheticstelford@gmail.com

 

 

Complaints Policy

 

• Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it. 

• Patients are encouraged to discuss any concerns about treatment and service with their treating clinician Tatjana Korsaka or they can complete our customer feedback form. 

• Clinician can also use the feedback form to record any concerns and complaints about the quality of service or care to customers.

• 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 can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected. 

• Patients, clinician will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and   service.

• Patients are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

• Any concerns raised remotely, via telephone, email or text must be acknowledged promptly but a face-to-face appointment booked 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; 

• Considering the problem and the outcome the patient is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed solution.

 

If the problem is resolved, clinician Tatjana Korsaka is expected to document the details of the complaint and how it was resolved, and provide a report to the patient and keep the record. 

 

Clinician will consult with external legal team if addressing the problem is beyond their responsibilities. 

 

Responsibilities

 

Tanya Korsaka is responsible for;

 

 

• Coordinating investigation and review of formal complaints, conducting risk assessments (in consultation with clinicians), 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 the complaints management policy 

• Notifications to insurers and consultation with professional registration bodies, and others where necessary.

 

 

Timeframes

 

• Formal complaints are acknowledged in writing or in person within 48 working hours. 

• The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long 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 three working days of those issues being identified. 

• Formal complaints are investigated and resolved within 30 working days. 

• If the complaint is not resolved within 30 days, the complainant will be provided with an update.

 

Records and Privacy 

 

• Tanya Korsaka maintains a complaints and patient feedback register ( e.g. Save Face portfolio), with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal complaints. 

• All interactions with the complainant, including face to face, telephone, email 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 it 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. 

• Individual complaints files are kept electronically in a restricted access section of the computer system’s file server. 

• Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorization and consent [in accordance with the confidentiality policy].

 

Open Disclosure and Fairness

 

• Complainants are initially provided with an explanation of what 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

 

The complaints manager Tatjana Korsaka carries out investigations of complaints to 

identify what happened, the underlying causes of the complaint and preventative strategies. 

Information is gathered from:

 

• Talking to the patient

• Ask patient to provide a factual report of the incident

• Listening to the complainant’s 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 or guidelines.

 

Complaints about Individuals 

 

Where Tatjana Korsaka has been nominated by a complainant, the 

matter will be investigated by the relevant manager or supervisor, who will:

 

• Accept the complaint 

• Pass the complaint to the insurance company

• Ensure fairness and confidentiality is maintained during the investigation; and

• Encourage the clinician or staff member to seek advice from their professional association/body, if desired. 

 

Where the investigation of a complaint results in findings and recommendations about 

individual clinician, the issues are addressed through the reflection accounts and potentially used during the revalidation process within the NMC alongside with lesions learned and route cause analysis ( in line with confidentiality policy)

 

Risk Assessment 

 

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

 

Reporting and Recording Complaints

 

Tatjana Korsaka prepares monthly reports on the number and 

type of complaints, the outcomes of complaints, recommendations for change and any 

subsequent action that has been taken. The reports are uploaded into personal portfolio for audit and revalidation process. 

 

The complaints manager Tatjana Korsaka periodically prepares case studies using anonymized 

individual complaints to demonstrate how complaints are resolved and followed up, for 

the information of staff, and for use in audit and appraisal.

 

Information about trends in complaints and how individual complaints are resolved is 

routinely reviewed as part of reflecting on 

the performance of the service and opportunities for improvement and individual practice. 

 

An annual quality improvement report is published that includes information on:

 

• The number and main types of complaints received, common outcomes and how complaints have resulted in changes;

• How complaints were managed—how the complaints system was promoted, how long it took to resolve complaints (and whether this is consistent with the policy) and whether complainants and staff were satisfied with the process and outcomes; and 

• The results of the annual patient satisfaction survey.

• The service promotes changes it has made as a result of patient complaints and suggestions in its general publicity. 

 

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.

 

All formal complaints are referred  to Tatjana Korsaka and forwarded to the insurance company by Tatjana Korsaka:

 

• After attempting to resolve the complaint, Tatjana Korsaka does not feel confident in dealing with the complainant; or

• The outcome the complainant is seeking is beyond the scope of Tatjana Korsakas responsibilities Or;

• They or the complainant believe the matter should be brought to the attention of someone with more authority.

 

If the complaint is not resolved at the point of service, Tatjana Korsaka is expected to provide the complainant with the formal complaints policy.

 

 

Tatjana Korsaka coordinates resolution of formal complaints in close liaison with the patient 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 Tatjana Korsaka will sign post the complainant to an appropriate external body if;

 

• There is a serious question about the adequacy and safety of a health practitioner; 

• The complaint is against a senior clinician or manager who will be responsible for investigating the complaint, resulting in a perception that there is a lack of independence; or

• 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 this has not been resolved to the patients satisfaction, TK Aesthetics Clinic & Training ltd undertakes to signpost patients to approved (by the Chartered Trading Standards Institute) (https://www.tradingstandards.uk/consumer-help/adr-approved-bodies) Alternative Disputes Resolution Service Provider “ Cosmetic Redress Scheme “ at www.cosmeticredress.co.uk in accordance with The Alternative Disputes Resolution Regulations (2015) and undertakes to co-operate and comply with the recommendations made by Cosmetic Redress Scheme. 

 

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