Complaints policy
COMPLAINTS POLICY
Harper & Co. Aesthetics is committed to providing safe, professional and high-quality care. We recognise that patients have the right to raise concerns or make a complaint if they are dissatisfied with any aspect of the service, treatment or care they have received.
We view complaints as valuable feedback that helps us improve our services, identify learning opportunities and maintain the highest standards of patient care.
1.OUR COMMITMENT
We are committed to:
• Providing a service that meets the needs and expectations of our patients.
• Delivering treatment and care to a high professional standard.
• Encouraging feedback, suggestions and comments from patients.
• Handling complaints fairly, consistently and confidentially.
• Maintaining a culture of openness, transparency and continuous improvement.
• Learning from complaints and implementing improvements where appropriate.
2.HOW TO RAISE A CONCERN OR COMPLAINT
If you are unhappy with any aspect of your treatment or experience, we encourage you to contact us as soon as possible so that we have the opportunity to investigate and resolve the matter.
Complaints may be raised:
• In person.
• By telephone.
• By email.
• In writing.
Email: harperandcoclinic@gmail.com
Where appropriate, we may arrange a review appointment to assess your concerns.
If your complaint relates to a treatment outcome, a face-to-face assessment may be required so that the concern can be clinically evaluated and accurately documented within your medical records.
3.WHAT YOU CAN EXPECT FROM US
When a complaint is received, we will:
• Listen carefully to your concerns and experiences.
• Treat you with courtesy, respect and sensitivity.
• Maintain confidentiality throughout the process.
• Record your concerns accurately within your clinical record where appropriate.
• Investigate the complaint fairly, objectively and without prejudice.
• Seek to understand the issue and the outcome you are hoping to achieve.
• Provide an explanation based on the facts available at the time.
• Discuss possible solutions or management options where appropriate.
• Keep you informed of progress throughout the investigation.
• Provide information about further escalation routes if we are unable to resolve the matter to your satisfaction.
4.COMPLAINT INVESTIGATION PROCESS
Complaints are overseen by Dr Kate Harper.
The investigation process may include:
• Reviewing medical records and treatment documentation.
• Reviewing photographs, consent forms and consultation records where relevant.
• Reviewing correspondence, emails, messages and other communications.
• Obtaining factual accounts from individuals involved.
• Reviewing relevant policies, procedures, professional standards and clinical guidance.
• Establishing a clear timeline of events.
• Identifying any contributing factors and opportunities for improvement.
At the conclusion of the investigation, we will explain:
• The findings of the investigation.
• Any factors that contributed to the issue.
• Any actions taken or proposed to prevent similar issues occurring in the future.
• The reasons for any decisions made.
5.RECORDS, CONFIDENTIALITY AND DATA PROTECTION
All complaints are handled confidentially and in accordance with UK GDPR and the Data Protection Act 2018.
• All complaint-related communications may be recorded within the patient's clinical record.
• Complaint records are stored securely and access is restricted to authorised personnel only.
• Personal information will only be shared where necessary for the investigation and resolution of the complaint.
• Patients may request access to their medical records in accordance with applicable data protection legislation.
• Requests from third parties for access to medical records will only be considered with the patient's written consent or where required by law.
6.RESPONSE TIMES
• We aim to acknowledge formal complaints within seven working days of receipt.
• We aim to complete investigations and provide a full response within 28 working days.
• If additional time is required due to the complexity of the complaint, we will keep you informed and provide an updated timeframe.
7.RESOLUTION OF COMPLAINTS
Our aim is to resolve complaints promptly, fairly and respectfully.
Depending on the circumstances, resolution may include:
• An explanation of what happened.
• An expression of regret where appropriate.
• Clarification of treatment decisions or clinical findings.
• A follow-up consultation or review appointment.
• A proposed management or treatment plan.
• Service improvements arising from lessons learned.
We will always seek to understand the outcome you are hoping to achieve and work with you towards a reasonable resolution wherever possible.
8.ESCALATION
If, following completion of our complaints process, you remain dissatisfied with the outcome, we will provide information about any relevant external organisations or regulatory bodies that may be able to offer further guidance or review.
9.POLICY REVIEW
This Complaints Policy is reviewed regularly to ensure it remains effective, compliant with current legislation and reflective of best practice within the medical aesthetics sector.