Complaints Procedure

Complaints:

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The team at SO Aesthetics make every effort to ensure the best service is provided at our clinic.

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If you are unhappy with your care or the services you have received, it is important to let us know so we can improve.

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Our aims and objectives:

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• 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.

• We support a culture of openness and willingness to learn from incidents, including complaints.

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Complaints Policy:

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It is a legal requirement for all service providers to signpost their customers to a government authorised consumer redress scheme. SO Aesthetics are a member of the Cosmetic Redress Scheme.

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• 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 [or alternate], or they can complete our customer feedback form which can be found in reception. 

• Clinicians and staff 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, clinicians and staff 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.

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Managing complaints:

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• All clinicians and staff are expected to encourage patients to provide feedback about the service, including complaints, concerns, suggestions and compliments. 

• Clinicians and staff 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. 

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Resolution:

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The process of resolving the problem will include:

• an expression of regret to the consumer 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 consumer is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed solution.

If the problem is resolved, clinicians and staff are expected to complete the Suggestion for 

Improvement form to record feedback from patients.

Our clinicians and staff will consult with their manager if addressing the problem is beyond their responsibilities. 

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If the complaint is not resolved:

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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.

If the complaint is not resolved at the point of service, clinicians and staff are expected to provide the complainant with the formal complaints policy.

The complaints manager coordinates resolution of formal complaints in close liaison with the treating clinician and other staff who are directly involved. 

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Promoting Feedback:

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You can provide feedback in a number of ways:

• On our website 

• Through our patient feedback forms

• Face to face

• Email

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

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Timeframes:

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• Formal complaints are acknowledged in writing or in person within 48 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 days of those issues being identified. 

• Formal complaints are investigated and resolved within 35 days

• If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an update.

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