At Blemish Clinic we pride ourselves on delivering outstanding service to all of our patients, ensuring that they are treated with the greatest care, compassion and respect. We take huge pride in delivering the best clinical results possible, however, we do recognise that there may be times when we do not meet the expectations of our patients. Where this is the case, we will always try and rectify the situation and maintain an open and honest approach. To us, a complaint can be a valuable form of feedback about our service.
Blemish Clinic is committed to dealing with all complaints as quickly as possible.
In the instance where a complaint is to be submitted on behalf of someone else, a letter authorising such contact with Blemish Clinic will be required to allow us to investigate. This does need to be signed by the service user – unless they are deemed incapable. It is noteworthy to add that the rules of patient confidentiality will be maintained.
How patients can make a complaint
- By telephone: 01706 822 689
- In writing by letter: Blemish Clinic, 40 Market Street, Edenfield, Ramsbottom, BL0 0JN
- In writing by email: customerservices@blemishclinic.co.uk
Our complaint process is broken down into three stages:
Stage One – Primary Review
We ask that in the event of any complaint that you email, speak or write to the Clinic Manager who will act on your complaint accordingly. An acknowledgement of your complaint will be made within three working days by email or in writing. The Clinic Manager will then aim to provide you with a formal response in writing within twenty working days. Should they require any longer to look into your complaint, you will be notified in writing and given a timeframe for a response.
Stage Two – Business Review
If you remain dissatisfied following the Stage One response, then you can choose to escalate your complaint in writing to our Medical Advisory Team.
To escalate a complaint to Stage Two please write to:
The Medical Advisory Team
Blemish Clinic
40 Market Street
Edenfield, Ramsbottom,
BL0 0JN
We aim to respond to you in writing within 20 working days to acknowledge your complaint. If we have not concluded within this timeframe, we will update you in writing every 20 working days.
Stage Three – Independent Review
If you remain dissatisfied with our responses or do not agree with the way in which we have handled your complaint, then you may be able to refer your complaint onto the Independent Sector Complaints Adjudication Service (ISCAS) for further consideration. To access this service, you must do this within six months of the date of our final response.
Please find the contact details below:
Independent Sector Complaints Adjudication Service
CEDR, 3rd Floor, 100 St Paul’s Churchyard, London, EC4M 8BU
Email: info@iscas.org.uk
Telephone: 0207 536 6091
Time limits for complaint escalation or review
All complaints should be made as soon as possible, and must be initially raised (Stage One) no more than six weeks after:
- The date of the event complained about; or
- The date you became aware of the issues.
This time limit may be extended at our discretion where it can be proven that there have been prohibitive circumstances for raising the issue within the normal time limit and there is still a realistic opportunity of conducting a fair and effective investigation into the issues raised.