Complaints Policy
Purpose and Commitment
At Bedeque Medical Clinic, we are committed to providing the highest quality aesthetic and skin care services to our patients. We recognize that feedback, including complaints, is valuable in helping us maintain and improve our standards. This policy outlines how we handle complaints to ensure they are addressed fairly, efficiently, and effectively.
Our Principles
– We treat all complaints seriously and handle them with sensitivity
– We respond to complaints promptly and courteously
– We maintain confidentiality throughout the complaints process
– We use complaints as opportunities for learning and service improvement
– We ensure no patient is disadvantaged for making a complaint
Complaints Management Process
- Initial Contact
– Dr. Siobhán Allen, as Clinical Director, oversees the complaints process
– Complaints can be submitted in person, by phone, email, or in writing
– All complaints will be documented in our secure complaints register
– We acknowledge receipt of complaints within 2 working days
- Investigation Process
– Each complaint receives thorough investigation
– We aim to complete investigations within 15 working days
– If more time is needed, we will inform the complainant and provide regular updates
– All relevant documentation and communication will be recorded systematically
- Resolution and Response
– We provide written responses detailing our findings and any actions taken
– Where appropriate, we offer face-to-face meetings to discuss concerns
– We implement necessary changes to prevent similar issues
– We seek feedback on the handling of complaints
- Confidentiality and Documentation
– All complaints are handled with strict confidentiality
– Records are maintained securely in accordance with data protection regulations
– Only authorized personnel have access to complaint information
– Written consent is required if someone complains on behalf of a patient
Staff Responsibilities
All staff members at Bedeque Medical Clinic must:
– Treat complainants with respect and empathy
– Forward complaints promptly to Dr. Allen
– Maintain confidentiality
– Participate constructively in investigations
– Support implementation of improvements
External Resolution
If patients are not satisfied with our internal resolution:
– They may seek independent advice
– Contact details for relevant regulatory bodies will be provided
– We cooperate fully with external investigations
Monitoring and Review
– Complaints are reviewed quarterly to identify trends
– Policy effectiveness is evaluated annually
– Staff training is updated based on learnings
– Improvements are implemented proactively
Contact Information
To submit a complaint:
– Email: hello@bedeque.co.uk
– Phone: 07951928764
– Address: Bedeque House, 8 Castle Walk, Penwortham, Preston
– Attention: Dr. Siobhán Allen, Clinical Director
This policy is reviewed annually and was last updated – 02/01/2025
