Complaints Policy

Consultations offered at our five convenient locations in Harley Street, London, Princess Margaret Hospital, (Windsor), Spire Thames Valley, (Gerrards Cross), Kings' Oak Hospital, (Enfield) and Refresh Medispa, (Amersham)

Introduction

Refresh Medispa and Refresh Cosmetic Surgery are committed to providing high-quality healthcare services to all our patients. We value your feedback and appreciate you bringing any concerns or complaints to our attention. This policy outlines our process for handling complaints and ensuring that they are resolved promptly and fairly.

Scope

This policy applies to all complaints related to the services provided by Refresh Medispa & Refresh Cosmetic Surgery including:

  • Clinical care
  • Administrative procedures
  • Staff conduct
  • Facilities and equipment

Definitions

  • Complaint: An expression of dissatisfaction about the services provided by Refresh Medispa or Refresh Cosmetic Surgery
  • Complainer: The person who makes a complaint.
  • Designated Person: A senior member of staff appointed to handle complaints.

Making a Complaint

The person responsible for handling complaints at Refresh Medispa & Refresh Cosmetic Surgery is Ms Sam Dhanji (Complaints Officer). You can make a complaint in writing [email protected] by phone 0330 660 0979, or in person at the clinic. Please provide as much detail as possible about your complaint, including:

  • Your name and contact details
  • The date and time of the incident
  • A full description of what happened
  • The impact of the incident on you

Complaint Handling Process

  • Acknowledgement: We will acknowledge receipt of your complaint within two working days.
  • Investigation: We will investigate your complaint promptly and thoroughly. This may involve interviewing staff, reviewing records, and seeking expert opinion if necessary.
  • Response: We will aim to provide you with a full and final response to your complaint within 20 working days. The response will outline our findings, any action taken to address the issue, and an apology if appropriate.
  • Escalation: If you are not satisfied with our response, you can escalate your complaint to the local Healthwatch Service. Healthwatch Bucks 01494324832 / email [email protected] for more information see website http://www.healthwatchbucks.co.uk.

Service users can also escalate their complaint to the Care Quality Commission (CQC) the UK Healthcare Regulator. https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider

Confidentiality

We will treat your complaint with the utmost confidentiality. Your personal information will not be shared with anyone outside of Refresh Medispaor Refresh Cosmetic Surgery without your consent.

Record Keeping

We will keep a record of all complaints received and the actions taken to resolve them. These records will be kept for a minimum of seven years.

Feedback

We welcome your feedback on our complaints handling process. Please let us know if you have any suggestions for improvement.

Commitment to Continuous Improvement

We are committed to learning from complaints and using this information to improve our services. We will regularly review our complaints handling process and make changes as necessary.

Contact Us

If you have any questions about our complaints policy or would like to make a complaint, please contact us at:

Ms Sam Dhanji

51 Woodside Road

0330 660 0979

[email protected]