feedback & complaint management policy & procedure

• This complaints policy and procedure aims to be accessible, simple to understand to ensure ease of use.

• Any complaint, whether verbal or in writing, will be handled in a timely manner, considering the complexity and seriousness of the issues raised to facilitate a resolution for all parties concerned. All staff are encouraged and supported to actively resolve any complaint or issues raised with them. Staff understand when to escalate matters to the licensee or the Director of Nursing to avoid unnecessary delay and timely resolution.

• The privacy and confidentiality of all parties will be respected

• Accurate and secure records will be kept of each complaint, including recording of reasons for all significant decisions.

• Once an investigation is complete and the circumstances considered, a, fair and reasonable remedy or remedies will be offered where appropriate.

• Quarterly monitoring, review and reporting of complaints received, and any actions taken will be performed by the licensee. Where appropriate, preventative, and corrective action will be undertaken to reduce the likelihood of further complaints, promote quality service delivery and maintain a safe environment for clients and staff.

The licensee may decide not to deal with a complaint if it is:

• Frivolous

• Vexatious

• Not made in good faith

• Misconceive

• Lacking in substance

• Lacking in currency

• A legal claim has been commenced (by any party involved in the complaint)

• The complaint has been lodged with an external agency and it is more appropriate for the matter to be dealt with by that agency

• Beauty Lab & Laser has already dealt with the substance of the complaint in the past.

1. Details of the complaint are taken by the staff member who first speaks with the person making the complaint.

2. Where relevant, the person making the complaint may be asked to provide details in writing. A written complaint will be acknowledged within 48 hours of receipt.

3. The details are documented by the person receiving the complaint in a ‘complaints record’, Template attached. Any immediate action taken to resolve the complaint are also recorded.

4. Where relevant, staff are to escalate a complaint to the Director of Nursing as soon as practicable.

5. If a complaint cannot be resolved immediately, the person making the complaint is to be provided with a timeframe in which the matter may be resolved.

6. The person making the complaint will be kept informed throughout the investigation process, outcomes, timeframes concerned and any unexpected delays in the process.

7. Depending on the nature and/or seriousness of the complaint, the clinic owner may directly contact the person making the complaint and discuss the details, how the person wants the complaint handled and outcomes sought.

8. Medical practitioners may be required to speak personally to a person making a complaint should the matter relate to clinical care and service provided.

9. Written responses to complaints are provided within 48 hours of resolution of the complaint.

10. If a person making a complaint does not want the insert clinic name to deal with their complaint, details of external agencies are to be provided.

11. Where the complaint implies serious misconduct (for example, serious risk to the health and safety of staff or clients, or a criminal offence), or where mandatory reporting is required, the cosmetic injectable service has an obligation to refer the matter to the appropriate agency as required by law.

Complaint documentation is to be kept separate from client files. Where a complaint involves a staff member and results in disciplinary action, a note is made in the personnel file with all other documentation relating to the complaint kept in a separate file.

Individuals who may have a conflict of interest in the matter cannot be involved in the management of a complaint.

The clinic owner and if required the prescribing medical practitioner are responsible for:

• Providing leadership in demonstrating a commitment to the resolution of complaints made.

• Ensuring there is an effective, timely, impartial, and just system for dealing with complaints.

• Making final decisions relating to complaints received.

• Management and monitoring of complaints handling within Beauty Lab & Laser

• Exercising primary responsibility for receiving and resolving complaints in a timely and fair way.

• Where appropriate, advising people of their right to make a complaint.

• Providing advice and assistance to people who have a complaint, including name of external agencies where complaints can be made to.

• Providing impartial advice and assistance to staff and medical practitioners who have received and are handling a complaint.

• Complaints must be disclosed to the MAC

• Conducting internal reviews of complaints regarding process and content will be completed by the MAC.

• Identifying systemic issues arising from complaints and making recommendations where necessary. This will be completed by the MAC.

A blank questionnaire template must be available to your patients to provide feedback (Appendix 3). All patients must be made aware that the ability to provide Feedback is available. You can provide this opportunity by follow up email or in post consultation documents provided to patients. The feedback templates must be stored and reviewed every month to analyse, consider and respond to feedback.

• Inform patients, carers and other relevant parties about how the practice has responded to feedback and used feedback to improve quality.