At The Medical Skin Clinic we aim to deliver the best possible service for our patients. Occasionally things can go wrong, and when they do it is important that we address them with care and compassion, and help achieve resolution as effectively as possible. This procedure explains how to raise a concern and what happens next.
Stage 1 — Raise your concern
Any complaint should be made by email to reception@medicalskinclinic.co.uk or by letter to The Medical Skin Clinic, 30 High Street, Newmarket, Suffolk, CB8 8LB. Please raise concerns in a timely manner. When a concern is raised, the Director and any staff involved will be informed.
Stage 2 — Follow-up appointment
You will be invited in for a follow-up appointment. If immediate remedial action can be taken, it will be discussed with you. If a complication requires treatment, it will be performed in line with our complication management policy.
Stage 3 — Formal written complaint and investigation
If you remain dissatisfied, please submit your complaint in writing for the attention of the Director. The Director will complete an investigation and respond to you within 45 working days of receipt of the complaint letter. Additional information may be requested from you or from staff as part of the investigation.
Stage 4 — Remedial action
Where appropriate, you will be seen by the Director or the treating clinician for remedial action. It may be necessary for remedial action to take place over a number of appointments.
Costs
As set out in the treatment consent form, costs for correction are the responsibility of the patient. Refunds are not given where treatment has taken place, but the Director may, at their discretion, offset some of the costs of correcting a procedure.
Independent escalation
If you remain unhappy with our final response or investigation, you can raise your concern with the Independent Sector Complaints Adjudication Service (ISCAS) at www.iscas.org.uk. You must do this within six months of the date of our final response.
The Medical Skin Clinic is registered with the Care Quality Commission (CQC). You may share feedback about your care with the CQC at any time at www.cqc.org.uk/give-feedback-on-care — the CQC does not investigate individual complaints, but your feedback informs its regulation of our service.
If your concern relates to how we have handled your personal data, you may also complain to the Information Commissioner's Office at www.ico.org.uk.
Questions about this document? Contact us at reception@medicalskinclinic.co.uk or call 01638 476423.