Complaints policy
Complaints Policy Kallistos House Aesthetics Clinic Effective
Date: 1Dec 2023
Review Date: 1 Dec 2025
Approved by:Annette Hall-Tuitt Clinical Manager
1. Policy Statement
At Kallistos House Aesthetics Clinic, we are committed to providing high-quality, patient-centred care. We welcome all feedback positive or negative as an opportunity to improve our services. If patients, clients, or their representatives are dissatisfied with any aspect of our service, we encourage them to raise concerns openly, safely, and without fear of discrimination or reprisal.
2. Scope
This policy applies to all patients, clients, carers, and representatives who wish to raise a complaint or concern about any aspect of service provided by Kallistos House Aesthetics Clinic. It also applies to all staff, including temporary or contract workers, who may be involved in handling complaints.
3. Guiding Principles We adhere to the NHS Complaints Procedure principles and the Care Quality Commission (CQC) standards. Our complaints procedure is: Open and transparent Free from discrimination Handled in a timely manner Thorough and fair In line with the duty of candour Supportive of complainants and staff.
4. How to Make a Complaint
Complaints may be submitted: Verbally – in person or by telephone to any member of staff. In writing – by post or email to the Clinic Manager. Anonymously – however, this may limit our ability to fully investigate or respond.
Contact Details: Clinic Manager or Customer Service led
Kallistos House Aesthetics Clinic
51 Oxford Street Wellingborough NN8 4JH
Email: info@kallistoshouse.co.uk Phone:07877281392
5. Complaints Procedure
Step 1: Early Resolution (Informal Complaints) We encourage individuals to raise concerns at the earliest opportunity with the staff involved or the Clinic Manager. Many issues can be resolved quickly and informally within 2–5 working days.
Step 2: Formal Complaint If the complaint is not resolved informally or is of a more serious nature, a formal complaint should be made in writing. An acknowledgement will be sent within 3 working days. A full investigation will be carried out by the Clinic Manager or a designated officer. A full response will be provided in writing within 20 working days. If more time is required, we will inform the complainant and provide regular updates.
6. Record Keeping All complaints, whether informal or formal, will be recorded and stored securely for at least 8 years, in accordance with GDPR and NHS records management standards.
7. Support for Complainants Complainants have the right to be accompanied or represented. Advocacy support is available via NHS Complaints Advocacy Service. Language or accessibility support will be provided upon request.
8. Duty of Candour In accordance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, we have a duty to be open and honest with patients when things go wrong. This includes: Informing the affected person/family. Providing an apology. Explaining any action taken or planned.
9. Learning and Improvement We use complaints to: Identify patterns or trends. Train and support staff. Improve clinical and customer services. Review and revise policies, procedures, or staff conduct as necessary.
10. Escalation and External Review If the complainant is dissatisfied with the outcome, they may escalate their complaint to: Parliamentary and Health Service Ombudsman (PHSO) Website: www.ombudsman.org.uk Phone: 0345 015 4033 Care Quality Commission (CQC) (for regulatory concerns) Website: www.cqc.org.uk Phone: 03000 616161
11. Staff Training All staff receive training in complaints handling and understand how to direct a patient to make a complaint. Refresher training is provided annually.
12. Monitoring and Review This policy will be reviewed annually or sooner in response to: Legislative or regulatory changes Significant complaints or audit findings Feedback from patients or staff
Signed: Annette Hall-Tuitt Clinic Manager Date 1 Dec 2023
