At Dr MJ Clinic, we are committed to providing exceptional patient care and customer service. We value all feedback from our patients, whether positive or negative, as it helps us continually improve the quality of our treatments and the experience we provide.
If something has not met your expectations, we encourage you to let us know as soon as possible. We recognise that concerns and complaints can arise despite our best efforts, and we are committed to handling them promptly, fairly, sensitively and professionally.
We have an effective complaints procedure in place to ensure that all comments, concerns and complaints are identified, received, recorded, investigated and responded to consistently.
Anyone raising a concern or complaint can expect to be treated with courtesy, respect and without discrimination. Concerns and complaints may be made in person, by telephone, by email or in writing.
Where a patient or representative requires additional support to make a complaint, we will provide reasonable assistance wherever possible.
All concerns and complaints are documented, investigated thoroughly and used as part of our continuous quality improvement process.
The person responsible for managing complaints at Dr MJ Clinic is:
Abby Harding
Operations Manager
If a patient wishes to raise a concern or make a complaint in person or by telephone, the member of staff receiving it will listen carefully and, where possible, refer the matter immediately to Abby Harding.
If Abby Harding is unavailable, the patient will be advised when they will be available to discuss the matter. The staff member will record brief details of the concern or complaint and ensure these are passed on promptly. Where appropriate, another senior member of the team may assist.
If a concern or complaint is received by email or in writing, it will be forwarded immediately to Abby Harding.
Where a complaint relates to clinical treatment or clinical fees, the matter may be discussed with the treating clinician as part of the investigation unless the patient specifically requests otherwise.
We will acknowledge receipt of a complaint in writing as soon as reasonably practicable, normally within three working days. A copy of this policy will be provided with the acknowledgement.
We encourage patients to raise any concerns or complaints as soon as possible after the event giving rise to them. However, every complaint will be considered on its individual circumstances.
We aim to investigate complaints and provide a full written response within 10 working days of receipt. If additional time is required to complete the investigation, we will explain the reason for the delay and provide an estimated timescale for our response.
Where appropriate, we may invite the patient to meet with us or discuss the matter by telephone to help us fully understand their concerns.
Once our investigation has been completed, we will provide a written response outlining:
Where appropriate, a patient's ongoing treatment may continue whilst a complaint is being investigated. If requested and clinically appropriate, we will endeavour to arrange for treatment to continue with an alternative clinician.
Where a complaint is made on behalf of a patient, we may require the patient's written consent before confidential information can be disclosed, unless the complainant is legally authorised to act on the patient's behalf.
We hope that we can resolve any concerns quickly and fairly through our internal complaints procedure. We encourage patients to give us the opportunity to investigate and resolve any concerns before seeking external review.
If, however, you remain dissatisfied after our complaints procedure has been completed, or you do not wish to raise your complaint directly with us, you may contact:
Cosmetic Redress Scheme (CRS)
Telephone: 020 3907 1853
Lumiere House
Elstree Way
Borehamwood
WD6 1JH
Every concern, complaint and compliment provides an opportunity for us to improve.
Following the investigation of a complaint, we will consider whether any changes to our procedures, training or ways of working are required. Where appropriate, these improvements will be shared with the team and implemented to help reduce the likelihood of similar issues occurring in the future.
Complaints are reviewed periodically as part of our governance and quality assurance processes to identify trends and opportunities for continual improvement.
At Dr MJ Clinic, we are committed to providing safe, ethical and patient-centred care. We take all feedback seriously and will always aim to resolve concerns openly, fairly and as quickly as possible.
Our goal is not only to resolve individual concerns but also to use patient feedback to continually improve the care, treatments and service we provide.