Blemish Clinic recognises the right of its patients to complain and understand that complaints can be a valuable form of feedback about its services. Blemish Clinic is committed to using information gained from complaints to help strive for a continually improved service and the very highest of standards, we try to deal with all complaints as quickly as possible.
When we look into a complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for the complainant to discuss the problem with those concerned
- Make sure the complainant receives an apology where appropriate
- Identify what we can do to make sure the problem doesn’t happen again
At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing. Responses will not be provided by email.
Complaining on behalf of someone else
If the complaint is received on behalf of someone else, the rules of patient confidentiality will be kept.
A letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this to allow the complaint to be investigated.
How patients can make a complaint
- In writing by letter
- By email customerservices@blemishclinic.co.uk
- By telephone
Process
Stage 1
We ask that in the event of any complaint that you speak or write to the Clinic Manager who will act on your complaint accordingly. Our complaints policy is designed to make sure that we settle any complaints as quickly as possible.
The coordinator will acknowledge all written complaints within 2 working days of receipt of the complaint (unless they send a full reply within 5 working days).
We aim to have looked into the complaint within 20 working days of receipt of the complaint. Where the complaint is still being investigated, the complainant will be sent a letter explaining the reason for the delay and you should receive a full response within 5 days of a conclusion being reached.
Stage 2
If you are dissatisfied with the outcome of your complaint and wish to appeal against the decision made you can escalate this by writing to
The Operations Director
Blemish Clinic
40 Market Street
Edenfield
BL0 0JN
We aim to respond to you within 20 working days to acknowledge your complaint. If we have not concluded within this timeframe, we will update you every 20 working days. Your complaint will be concluded within 3 months.
Stage 3
If you remain dissatisfied with the outcome at stage 2 you have the right to refer the matter for an independent external adjudication through ISCAS.
ISCAS is one of the recognised independent bodies for complaints in the private healthcare sector and this organisation is a subscriber. This means you can ask ISCAS to review your complaint and how we have handled it if you wish to.
To escalate your complaint to Stage 3, you will need to contact ISCAS directly within 6 months of the date of the response letter from Stage 2.
You can contact ISCAS as follows:
Independent Sector Complaints Adjudication Service CEDR. 3rd Floor,
100 St Paul’s Churchyard
London
EC4M 8BU
Telephone: 0207 536 6091
Email: info@iscas.org.uk
Further information can also be found at: https://iscas.cedr.com/.