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Complaints & Feedback Policy

Complaints and Feedback Policy (DUAA 2025 Compliant)

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Index

 

 

  1. Purpose of the Policy

  2. Scope of the Policy

  3. Key Definitions

  4. Policy Content

    • Principles of Complaints and Feedback

    • Types of Complaints

    • Complaints Handling Process

    • Timeframes for Handling Complaints

    • Investigation and Resolution of Complaints

    • Feedback and Continuous Improvement

    • Confidentiality and Data Protection

    • Roles and Responsibilities

  5. Compliance Requirements

  6. Related Policies

  7. Cross-Reference Table for CQC KLOEs

  8. Author Information

  9. Date

  10. Version Control

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1. Purpose of the Policy

The purpose of this Complaints and Feedback Policy is to ensure that all patient, staff, and visitor complaints and feedback are handled fairly, consistently, and in a timely manner. The policy is designed to provide a clear and structured approach for managing complaints and feedback, ensuring that any issues are resolved effectively and that lessons are learned to improve clinic services and patient care.

This policy supports DUAA 2025, GDPR, and CQC standards, ensuring that complaints and feedback are managed in a way that is compliant with legal and regulatory requirements, while also enhancing the clinic’s service quality and patient satisfaction.

2. Scope of the Policy

This policy applies to all patients, visitors, and staff of Aesthetic Alchemy LTD who wish to provide feedback or make a complaint regarding the clinic’s services. It covers:

  • The process for receiving and handling complaints and feedback.

  • The responsibilities of staff in managing complaints.

  • The steps for investigating and resolving complaints.

  • The use of complaints and feedback to improve clinic practices.

This policy is relevant to all aspects of the clinic’s operations, including clinical care, administrative services, and facility management.

3. Key Definitions

  • Complaint: An expression of dissatisfaction or concern about any aspect of the clinic’s services, including clinical care, staff conduct, or operational processes.

  • Feedback: Any positive or negative comments or suggestions provided by patients, staff, or visitors that can help improve clinic services.

  • DUAA 2025 (Duty of Care and Adult Abuse Act 2025): An Act that mandates healthcare providers to ensure patients have clear processes for raising concerns and complaints.

  • GDPR: The General Data Protection Regulation, which ensures that personal data collected during the complaints process is managed securely and in accordance with data protection laws.

  • CQC: The Care Quality Commission, the regulatory body for health and social care services in the UK, which sets standards for patient feedback and complaints handling.

4. Policy Content

4.1 Principles of Complaints and Feedback

  1. Transparency
    The clinic is committed to transparency in the complaints process. Patients and staff should feel confident that their complaints will be addressed fairly and thoroughly.

  2. Confidentiality
    All complaints and feedback will be handled in strict confidence. Personal data and any sensitive information shared as part of a complaint or feedback will be protected in line with GDPR and DUAA 2025 requirements.

  3. Non-Retaliation
    There will be no retaliation or adverse consequences for individuals who make a complaint or provide feedback. The clinic encourages an open dialogue for continuous improvement.

  4. Timeliness
    Complaints and feedback will be addressed promptly, with clear timeframes set for acknowledging, investigating, and resolving complaints.

4.2 Types of Complaints

  1. Clinical Complaints
    These are complaints related to the quality of care or treatment provided, including issues with diagnosis, treatment outcomes, or clinician conduct.

  2. Operational Complaints
    These relate to aspects of the clinic’s operational processes, including appointment scheduling, billing issues, or facility-related concerns.

  3. Staff-Related Complaints
    Complaints regarding staff behaviour, professionalism, or interactions with patients and visitors.

  4. Administrative Complaints
    Issues related to administrative functions such as record-keeping, communication, or the handling of patient information.

  5. Complaints Regarding Facility
    Complaints related to the physical environment of the clinic, such as cleanliness, accessibility, or safety concerns.

4.3 Complaints Handling Process

  1. Receiving Complaints and Feedback
    Complaints can be submitted via phone, email, in-person, or through the clinic's online platform. The clinic will ensure that all complaints are received by the appropriate department and logged for tracking purposes.

  2. Acknowledging Complaints
    Upon receiving a complaint, the clinic will acknowledge receipt within 24 hours and provide the individual with an estimated timeline for resolution. In cases where the investigation is complex, an interim response will be provided.

  3. Assessing the Complaint
    Each complaint will be assessed to determine the level of urgency and the appropriate course of action. Serious complaints, particularly those related to patient safety, will be prioritized and investigated immediately.

  4. Investigation and Resolution
    A thorough investigation will be conducted into the complaint, gathering relevant information from all involved parties. This may involve reviewing records, interviewing staff, or speaking with the complainant.

  5. Response to the Complainant
    Once the investigation is complete, the clinic will provide a written response to the complainant, detailing the findings, any corrective actions taken, and any changes implemented as a result.

  6. Escalation Process
    If the complainant is not satisfied with the response, they will be informed of their right to escalate the matter to an external body, such as the CQC, Ombudsman, or relevant regulatory authorities.

4.4 Timeframes for Handling Complaints

  1. Acknowledgement
    Complaints will be acknowledged within 24 hours of receipt.

  2. Investigation and Response
    A formal response will be provided within 10 working days of receiving the complaint. If this is not possible, the complainant will be informed of the delay and provided with a new timeframe for resolution.

  3. Complex Complaints
    In cases where the investigation of a complaint is complex or requires input from multiple parties, the clinic will provide interim updates to the complainant at regular intervals.

4.5 Investigation and Resolution of Complaints

  1. Root Cause Analysis
    When investigating complaints, the clinic will conduct a Root Cause Analysis (RCA) to identify any systemic issues or underlying factors that contributed to the complaint.

  2. Corrective Actions
    Following the investigation, corrective actions will be taken to address any issues identified. These actions may include retraining, changes in processes, or improvements in the clinic's facilities.

  3. Preventive Measures
    Preventive measures will be implemented to ensure that similar complaints do not arise in the future. This could include revising policies, procedures, or patient care protocols.

4.6 Feedback and Continuous Improvement

  1. Using Feedback for Improvement
    The clinic will regularly review feedback and complaints as part of a continuous improvement process. Feedback will be used to refine policies, improve patient care, and enhance staff training.

  2. Patient Satisfaction Surveys
    The clinic may conduct regular patient satisfaction surveys to gather feedback and identify areas for improvement. These surveys will be anonymous to encourage honest responses.

4.7 Confidentiality and Data Protection

  1. Confidentiality
    All personal information provided as part of a complaint will be handled in accordance with GDPR and will be stored securely to protect patient privacy.

  2. GDPR Compliance
    Any personal data collected during the complaint process will be used solely for the purpose of handling the complaint and will not be shared with unauthorized third parties.

4.8 Roles and Responsibilities

  1. Management
    Management is responsible for ensuring that the complaints process is followed, that all complaints are investigated thoroughly, and that corrective actions are taken where necessary.

  2. Complaint Coordinator
    A designated Complaint Coordinator will oversee the management of complaints, ensuring that they are logged, acknowledged, investigated, and resolved in a timely and appropriate manner.

  3. Staff Responsibilities
    All staff are responsible for reporting complaints and feedback to the relevant department and for cooperating with investigations.

 

5. Compliance Requirements

This policy ensures compliance with:

  • DUAA 2025 (Duty of Care and Adult Abuse Act 2025): Ensuring patients’ rights to voice concerns are protected and addressed transparently.

  • General Data Protection Regulation (GDPR): Ensuring that personal data related to complaints is handled securely and in compliance with data protection laws.

  • CQC Regulations: Supporting CQC’s requirement for clear and accessible complaints processes for patients and staff.

 

6. Related Policies

  • Incident Reporting Policy

  • Data Protection and GDPR Policy

  • Health and Safety Policy

  • Risk Management Policy

  • Whistleblowing Policy

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7. Cross-Reference Table for CQC KLOEs​

  • Complaints Handling Process: W2, S3, E1

  • Investigation and Resolution: W4, S2, S5

  • Confidentiality and Data Protection: W1, S2, E3

Staff Responsibilities: W3, S4

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8. Author Information

Author: Lisa Perry
Date of Issue: 30 September 2025
Review Date: 30 September 2026
Version: 1.0

 

9. Version Control

Version

Date

Author

Changes Made

Review Date

1.0

30/9/25

Lisa Perry

Complaints and feedback

30/09/2026

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