COMPLAINTS POLICY
Here at Aesthetica Medical Cosmetics (AMC) it is our objective to ensure that every patient/service user is delighted with the consultations, treatments and aftercare reviews that they receive as we pride ourselves with excellence in the standard of quality and care delivered to each individual patient.
However, it is recognised that on occasions things can go wrong. If this does happen, AMC will try to ensure that concerns are put right at the earliest opportunity.
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The clinic operates a complaints procedure as part of its dealing with the Patients complaints which is in compliance and regulated by Healthcare Improvement Scotland and all complaints are welcomed as this helps support reflection to ensure quality improvement within the service.
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AMC’s aim is to give you the highest possible standard of service and attempt to deal with all the complaints as quickly as possible.
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The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern verbally or in writing with the Clinical Director and Aesthetic Nurse Practitioner at:
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Aesthetica Medical Cosmetics (AMC) – Cherise Williamson
St Crispin's House,
Williamson St,
Falkirk,
FK1 1PR
07738762629
After receiving your written complaint, the Clinical Director/Nurse Practitioner shall acknowledge complaints within 2 working days and aim to have considered the complaint closed within 20 working days of the date when it was raised, subject to no barriers in completing the investigations.
A full response will be made within 20 working days of receipt of the complaint, if this not possible a letter, explaining the reason for the delay will be sent to the complainant and a full response will be made within 5 working days of the conclusion of the process.
We also welcome any suggestions for service improvement and patients are encouraged to provide feedback whether that is compliments, concerns or complaints.
All complaints are treated with respect, sensitivity and confidentiality from the practitioner and will always be handled without prejudice or assumptions about how minor or serious the complaints are with no “blame culture” approach.
Please do speak to us if you have any suggestions or views to improve future experience for all patients/service users to the clinic.
Our complaints process is on display at our reception where you can also request a paper copy to take away or to be emailed to you.
If you feel that AMC has not addressed your concerns through our compliants procedure, then you may seek complaint resolution via:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB
T: 0131 623 4342
E: hcis.clinicregulation@nhs.scot
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.
Cosmetic Redress Scheme is a government authorised consumer redress scheme which provides dispute resolution for the cosmetic market.
They can be contacted by email at info@cosmeticredress.co.uk or by phone on 0345 362 3123.