Miss Rachel Holt
Consultant Plastic, Reconstructive & Aesthetic Surgeon
We welcome the opportunity to address any concerns immediately. The most effective way to resolve an issue is to inform us on the day it occurs. Our team will be happy to listen to your concerns and will endeavour to resolve your complaint efficiently and effectively at that time.
However, we recognise that this may not always be possible, and some matters may require a more detailed investigation or the opinion of additional medical professionals. For more complex complaints, the investigation process is structured in three stages to ensure that patients have the opportunity for a thorough review if they are not satisfied with the outcome. This process is outlined below.
If you require assistance in raising a concern or making a complaint, our team is available to provide guidance and support throughout the process.
Service (non-medical) complaints: All service-related complaints will be investigated by the Practice Manager or their deputy, and you will receive an acknowledgement of your complaint within three working days. This may be by email, letter or telephone. After you have received this, you will normally be provided with a formal response within 20 working days. Should we need any longer to investigate the issues raised, we will write to let you know.
Medical complaints: If your complaint is regarding medical treatment, this will also be investigated by the Practice Manager. You may be asked to attend the clinic for an assessment with a Nurse or Doctor to perform a clinical review, and if necessary, a second opinion with an appropriate specialist. Once this has taken place you will receive a detailed response to your complaint within 20 working days by letter or email, and further clinical follow-up as required.
If you are not happy with the outcome of the first investigation that you have received, you can choose to escalate your complaint to our Senior Management Team for a second review. Your complaint will be acknowledged by a member of the Clinical or Operational Senior Management Team as appropriate, and a full response will be provided following investigation. As per stage one, this is normally within 20 working days, although we aim to respond quicker than this where possible. Should we require any longer to conclude our investigation, you will be notified and given a timeframe for receipt.
If the stage two review process is exhausted and you remain unhappy with our response 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.
Independent Sector Complaints Adjudication Service
Address: ISCAS, CEDR, 3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU
Contact Email: info@iscas.org.uk
Contact Telephone Number: 0207 536 6091
All complaints should be made as soon as possible, and must be initially raised (stage one) no more than six months after:
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.
