Complaints Policy
The Melrose Clinic is committed to providing high-quality, safe and professional healthcare and aesthetic services to all our patients and clients. We value feedback and take all concerns and complaints seriously.
This policy explains how we handle complaints and ensures that concerns are dealt with promptly, fairly and confidentially.
Scope
This policy applies to complaints relating to services provided by The Melrose Clinic, including:
Clinical care and treatment
Administrative procedures
Staff conduct
Facilities and equipment
Communication and customer service
Definitions
Complaint: An expression of dissatisfaction about the services provided by The Melrose Clinic.
Complainer: The person making the complaint.
Designated Person: A senior member of staff appointed to manage and investigate complaints.
Making a Complaint
The person responsible for handling complaints at The Melrose Clinic is the clinic’s designated complaints lead.
You can make a complaint in writing by emailing:
hello@themelroseclinic.uk
You may also request to speak to a member of the management team in person at the clinic.
When making a complaint, please provide as much information as possible, including:
Your name and contact details
The date and time of the incident or treatment
Details of the treatment or service involved
A full description of what happened
The impact the incident has had on you
Any relevant information or documentation
Complaint Handling Process
1. Acknowledgement
We will acknowledge receipt of your complaint within two working days, wherever reasonably practicable.
2. Investigation
Your complaint will be investigated promptly, fairly and thoroughly.
Depending on the nature of the complaint, this may involve:
Reviewing clinical or other relevant records
Speaking with staff members involved
Reviewing relevant policies and procedures
Seeking appropriate professional advice where necessary
We will keep you informed if the investigation is likely to take longer than initially anticipated.
3. Response
We aim to provide a full written response within 20 working days, where reasonably practicable.
Our response will explain:
The findings of our investigation
Any actions taken as a result
Any improvements identified
An apology where appropriate
Where we are unable to provide a full response within 20 working days, we will explain the reason for the delay and provide an expected timescale.
4. Escalation
If you are dissatisfied with our response, you may contact us to discuss your concerns and request that the matter is reviewed or escalated.
Where appropriate, we will explain any further options available to you.
Patients and service users can also provide information about their experience to the Care Quality Commission (CQC). The CQC does not generally investigate individual complaints, but information provided to them may be used to inform their regulatory work.
Care Quality Commission – How to complain about a service or provider
Confidentiality
All complaints will be handled sensitively and confidentially.
Information relating to a complaint will only be shared with individuals who need to know in order to investigate and respond to the complaint, or where we are legally or professionally required to do so.
Record Keeping
We will maintain appropriate records of complaints received, investigations undertaken, responses provided and any actions arising from complaints.
Complaint records will be retained securely in accordance with applicable legal, regulatory and data protection requirements.
Feedback
We welcome feedback about our complaints process. If you have suggestions about how we could improve the way we handle complaints, please let us know.
Commitment to Continuous Improvement
The Melrose Clinic is committed to learning from complaints and using feedback to improve the quality, safety and experience of the services we provide.
Where a complaint identifies an area for improvement, we will take appropriate action and monitor this where necessary.
Contact Us
If you have a concern, would like to make a complaint, or have questions about our complaints procedure, please contact:
The Melrose Clinic
Email: hello@themelroseclinic.uk