Complaints Procedure
Ya Wee Butey Aesthetics
Date Effective: 01/10/2025
Review Date: 01/10/2026
Version No: 1
Policy Owner/Author: Debbie Rios
Purpose of Policy
At ‘Ya Wee Butey’, every effort is made to ensure the service and experience is excellent at our clinic. I welcome feedback whether it be a comment, compliment or wish to make a complaint. If you are unhappy with your care or the service you have received, it is important to let us know so improvements can be made and further learning and reflection can be implemented. We operate a clinical complaints procedure.
As a registered Midwife and aesthetic practitioner I adhere to many regulations from the NMC Code, Healthcare Improvement Scotland Regulations and strict Health and Social Care Standards. My aim is to ensure that patients are treated with respect and dignity; therefore complaints are taken very seriously. The standards are used to achieve high quality care, to drive improvement, encourage innovation, and promote flexibility within care. They also allow for safe, person centred compassionate care. I am committed to providing a fair and effective complaints system. I support a culture of openness and transparency, and willing to learn from incidents including complaints.
Policy Statement and Aims
I am responsible for being an accountable, autonomous practitioner. I promote safe and effective care, utilising the best evidence based practice available upholding ethical and moral professional standards. Communication will respectful, kind and compassionate with all care being underpinned by the principles of transparency, integrity and the duty of candour. Any errors, behaviours that could result in substandard care, dysfunctional attitudes or adverse outcomes will be recognised and reported. I will react to complaints in a way that I would like a complaint handled personally.
Scope
Any patient, contractor or visitor has the right to comment, compliment or make a complaint regarding Ya Wee Butey.
Complaints Policy
· Any complaint will be treated with confidentiality, respect and sensitivity.
· Any complaint will be handled without assumption, without prejudice – the emphasis will always be on resolution
· Complaints will be fully investigated
Step 1. Receipt of Complaint .
Channels and Acknowledgement
· In writing to: Ya Wee Butey, Debbie Rios (Manager) , 62 Montague Street, Rothesay, Isle of Bute, PA20 0BT
· Email to: debbieworthing@hotmail.co.uk
· By telephone : 07525762670 – If no answer at the time please leave a voicemail and you will be contacted within 48 hours
· In person: – either in the office or during an inspection. An expression of regret will be voiced to the service user for any harm or distress caused
Documentation: Details of the complaint will be recorded, including: Complainants name and contact information. Description of the issue. Date and time of the incident. Desired resolution. Attempt resolution at point of service.
Ya Wee Butey will acknowledge receipt of complaint via letter (email) to the complainant acknowledging that the complaint has been received and the actions that will be taken moving forward. Time limit of four weeks is applicable for raising a formal complaint.
Step 2. Assessment
Categorisation: Classify the complaint by type, severity, and urgency. Eligibility check:
Step 3. Investigation.
Fact finding: Gather all relevant information, including statements from the complainant, witness or persons involved. The person handling the complaint will advise how the complaint will be investigated and how long this is expected to take.
Evidence Collection: Review supporting documents, communication, or records related to the complaint. Any complaint which requires advising the external regulatory body, the notification or consultation will occur within 3 days of those issues being identified.
Confidentiality: Ensure the complainants identity and details are kept confidential where appropriate.
Step 4. Resolution.
Determine Outcome: Decide on the most appropriate action to resolve the complaint based on findings, involving the complainant – aim for 35 days.
Inform Complainant: Communicate the resolution to the complainant including: steps taken during the investigation. Decision made and rationale. Any further action or remedy offered.
The complainant will be informed in writing (email) with regards to the outcome of the complaint.
Step 5. Appeal Process.
An option for the complainant to appeal the decision will be provided.
Step 6. Compliance Monitoring/Reporting and Continuous Improvement
A complaints register will be utilised to track all complaints, actions taken and outcomes achieved. Regular reviews (6 monthly) will occur to review complaints data to identify patterns and areas for improvements. Summaries of complaints and resolutions will be shared if appropriate to regulatory authorities. Feedback will be sought from complainants to gauge satisfaction with the process. The policy will be regularly updated to reflect changes in regulation or organisational needs.
Opportunities for reflection and or future learning/development will be documented.
It is a legal requirement for all service providers to signpost clients to a healthcare regulator. Service users may contact/complain to Healthcare Inspector Scotland at any time by the following means:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342
Email: his.ihcregulation@nhs.scot
Enforcement
As regulated professionals we are bound by law to follow guidelines and procedures by our regulatory bodies for patient safety and public protection. Failure to uphold these can result in the removal of registration.
The Complaints Policy will be reviewed every year. We will provide to HIS at its request a statement containing a summary of the complaints made during the preceding 12 months and the action that was taken in respect of each complaint.
Related Information/References
· NMC Standards of proficiency for midwives.(2019 . standards-of-proficiency-for-midwives.pdf (nmc.org.uk)
· Scottish Government. Health and Social Care Standards: my support, my life. (2017). Health and Social Care Standards: my support, my life - gov.scot (www.gov.scot)
· Healthcare Improvement Scotland. Regulation of independent healthcare. (2024). Regulation of independent healthcare – Healthcare Improvement Scotland
