Patient Complaints Procedure

MAKING A COMPLAINT
This page gives information about Everything Skin Clinic Complaints Procedure. It tells you how to make a complaint and what will happen once we receive it. We welcome all comments and feedback and encourage patients and their families to talk to staff about any issues or concerns they have about their care or treatment.

WHAT SHOULD I DO FIRST?
If you have a concern about the care or treatment you have received it is important to let us know as soon as possible.

Firstly, talk to the staff who are looking after you; they may be able to deal with your concern’s straightaway. If you feel unable to do this you can ask to speak to our Practice Manager Sarah Houghton by contacting [email protected] or calling the clinic.

WHAT IF I’M STILL NOT SATISFIED?
If after contact with staff you feel that your concerns have not been resolved you have the right to make a formal complaint.

HOW DO I DO THIS?
It is important that you make your complaint as soon as possible.

You can visit the clinic or telephone us to discuss any aspect of your care. We will need as much information as possible and recommend you put your concerns in writing to us. There is an example template included below to support you in doing this.

WHO SHOULD I SEND MY COMPLAINT TO?
Practice Manager – [email protected]
Everything Skin Clinic, Hawbank House, High Street Cheadle,SK8 1AL.

EXAMPLE LETTER OF COMPLAINT
Name
Address
Telephone Number
Date
Patient’s name and date of birth.

Please give details of what happened including when and where the incident happened which you are complaining about.

Please note that a representative can only act for a patient if we receive written confirmation that they can act on their behalf.

If possible, give the names and titles of those staff involved.

Please say exactly what you wish to complain about. How would you like your complaint resolved, i.e. by telephone, letter or a meeting and what you would like the resolution to be.

WHAT HAPPENS AFTER I HAVE MADE A FORMAL COMPLAINT?
We will write to you to acknowledge it, within 3 working days.

We then aim to resolve your complaint within 28 working days. If there is a delay, we will inform you and give you the reason.

When the complaint has been investigated, we will contact you via your chosen path of communication; e.g. by telephone or letter

WHAT IF I AM STILL UNHAPPY WITH THE OUTCOME OF MY COMPLAINT?
If you feel that there are still unresolved concerns following the outcome of your complaint, you may contact [email protected] who will independently investigate internally.

You may also report any concerns to the Care Quality Commission.

WHAT IF I NEED HELP WITH MY COMPLAINT?
If you require assistance with a complaint you can contact:

The Citizen’s Advice Bureau:
https://www.citizensadvice.org.uk/
0800 144 8848

You can report a concern to the CQC. Please note they will not investigate a complaint, however they will look at the concern raised:
https://www.cqc.org.uk/contact-us/report-concern/report-concern-if-you-are-member-public