Complaints Policy

Definition of a Complaint

A complaint is defined as an expression of dissatisfaction or concern about the care or service provided and can come in several forms.

How to Make a Complaint

• Patients can make a complaint in person, by phone, or in writing via email or letter.
• Complaints can be made to any member of staff employed by Panacea Skin Solutions.
• Panacea Skin Solutions requests that complaints are made as near to the incident as possible to make investigation easier. If this is not possible details of the complaint are requested:
  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that there is a problem, provided this is within 12 months of the incident.

It is recognised that complainants may not always be the patient, but may be a member of the family or a friend.
Consideration must be given to the consent of the patient if the complaint is made by somebody else with regard to them. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Handling of Complaints

1. All complaints will be taken seriously and investigated promptly.
2. On receipt of a complaint a letter of acknowledgement will be sent to the complainant.
3. A designated complaints officer will be responsible for managing and resolving complaints. The complaints officer for Panacea Skin Solutions will be Andrew J Pascoe (Director & Manager).
4. The complaints officer will contact the patient to discuss their complaint and gather any necessary information.
5. An investigation will be conducted to determine the root cause of the complaint and identify any necessary corrective actions.
6. If the complaint is about the complaints officer, and resolution cannot be found, or the complainant feels uncomfortable with resolving the issue with the complaints officer, it can be escalated to one of the clinical mentors.
7. If a satisfactory resolution cannot be found by the above means, the complaint can be escalated to the Parliamentary and Health Service Ombudsman to request an independent review of the complaint.

Parliamentary and Health Service Ombudsman
Customer helpline telephone number: 0345 015 4033
Address: Millbank Tower, 30 Millbank, London SW1P 4QP

Website:
www.ombudsman.org.uk/make-a-complaint

Resolution of Complaints

1. Panacea Skin Solutions hopes that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
2. The complaints officer will work with the complainant to address their concerns and find a resolution.
3. If the complaint is found to be valid, appropriate actions will be taken to prevent similar incidents occurring in the future.
4. The complainant will be kept informed of the progress of the investigation and the outcome of the complaint.

Feedback and Follow-Up

1. Patients will be given the opportunity to provide feedback on how their complaint was handled.
2. A follow-up will be conducted to ensure the patient is satisfied with the resolution of their complaint.

Reporting and Monitoring

1. All complaints received and their resolutions will be documented and monitored for trends or recurring issues.
2. Regular reports on complaints and their outcomes will be submitted for review by Panacea Skin Solutions Ltd’s clinical mentors.

Statement of Intent

Panacea Skin Solutions are committed to providing a positive and respectful experience for all our patients, and we take complaints seriously. If you have any concerns about the care or service you have received, please do not hesitate to contact us. Your feedback is important to us and helps us improve the quality of care we provide.