complaints Policy
Bollin Clinic – Complaints Policy
The Company is committed to providing a comprehensive and high-quality range of surgical and non-surgical cosmetic services. We endeavour to ensure that these services are delivered with the highest standards of care and respect in line with our Statement of Purpose. Although our aim is clear we may not always get things right and sometimes mistakes will be made, misunderstandings may arise, and we may fail to provide what was promised. If a patient may wish to make a complaint, the following process must be observed
Verbal Complaints
Verbal complaints can be addressed with any employee. Typically, your first point of contact will be the location admin person or manager for resolution.
The person receiving the complaint should:
- Summarise the complaint to you and resolve immediately if possible.
- Explain that the complaint will be investigated, who will carry out the investigation and who you should contact in the event of a query. You should be informed that an acknowledgment will be provided within 48 hours and where possible a resolution within 5 working days.
Where there is no reason for delay the complaint will be dealt with within 5 working days or at the most 20 working days. Responses to serious verbal complaints will be in writing.
Written Complaints
Written complaints must be addressed to the Registered Manager, Bollin Clinic, Stamford Green, 33 Stamford Road, Altrincham, WA14 1ES or manager@bollinclinic.co.uk. When the written complaint is received, immediately, or at least within 3 working days.
- An acknowledgment to the complainant is made in writing; if the complaint letter is received from someone other than the patient and it relates to clinical treatment, the patient’s written consent to disclose information about his/her case will be requested.
A delegated Manager will write to the patient explaining the outcome of the investigation within 20 working days. In any event, a holding letter will be sent every 20 working days pending a conclusion being reached. If a patient sends many consecutive letters, each will be treated as a new complaint and a further 20 working days added to their response deadline.
Complaints Stages and Independent External Appeals Process
The complainant may take their concerns through the following 3 stages described below:
- Stage 1- Local Resolution
- The employee who has the best understanding of the issues involved will handle the complaint at a local level. The clinic complaint team will respond directly to the complainant. All complaints are to come in writing to head office.
-
Stage 2- Internal Appeal
- The complainant may not be entirely happy with the response that they have initially received. They can request that the complaint be escalated to a Senior Manager who will review the complaint and the response that has been provided. This request is to be in writing to the head office complaint team.
- Stage 3- Independent External Adjudication
- If the complainant remains dissatisfied with the outcomes presented during Stage 2 of the investigation process, then their complaint can be referred to the Independent External Adjudication Service as an independent adjudication service.
A complainant can involve these independent bodies in their complaint if they are unhappy with the resolution that they have received (Please note your complaint must have concluded Stage 2 before STAGE 3 can be initiated).
For contact details of our Adjudication Service please see below
CLINIVI
Stage 3 Complaints
clinivi1@outlook.com
Should you wish to contact the CQC, the address to direct your correspondence to is included below:
CQC National Customer Service Centre
Citygate, Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 03000 61 61 61 Fax: 03000 61 61 71
(Please note that the CQC do not investigate patient complaints, however they will collate feedback and contact the company for further information should the complaint be of a serious nature or if concerns arise)