Complaints Policy

1. Reason for PolicyEveryone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and treated with dignity and respect. Aesthetics by Ally will manage complaints in the first instance in order that service users’ concerns are dealt with appropriately. Good complaint handling of matters is an important way of ensuring service users receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

2. Policy Statement and AimsAesthetics by Ally has defined the following statements and aims for this policy:

• We aim to provide a service that meets the needs of our patients and we strive for a high standard of care;
• We welcome suggestions from service users about the safety and quality of service, treatment and care we provide;
• We are committed to an effective and fair complaints system; and
• We support a culture of openness and willingness to learn from incidents, including complaints.

3. Scope

This policy applies to all service users.

4. Procedure

Aesthetics by Ally will encourage patients to provide feedback about the service, including Complaints, concerns, suggestions and compliments whereby Aesthetics by Ally will attempt to resolve complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

·Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.

• Service users are encouraged to discuss any concerns about treatment and service with their treating clinician [or alternative], or they can complete our customer feedback form.
• All complainants are treated with respect, sensitivity and confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
• Service users can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
• Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
• Service users will receive written feedback detailing the investigation findings.

5. Managing complaints

Aesthetics by Ally will encourage patients to provide feedback about the service, including

complaints, concerns, suggestions and compliments whereby Aesthetics by Ally will attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

6. Complaint Resolution

The process of resolving the problem will include:

• an expression of regret to the consumer for any harm or distress suffered;
• an explanation or information about what is known, without speculating or blaming others; considering the problem and the outcome the consumer is seeking and proposing a solution; and confirming that the service user is satisfied with the proposed solution.
• The complainant will receive written feedback detailing the investigation findings.

If the problem is resolved, a record of suggestions for improvement to record service user feedback will be kept.

If the Complaint is Not Resolved

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.

• After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
• The outcome the complainant is seeking is beyond the scope of their experience, the practitioner should seek advice from a more experienced practitioner or their insurer.
• Healthcare Improvement Scotland can be contacted at any time at the details in section 10.

7. Responsibilities

Aesthetics by Ally is responsible for the investigation and resolution of formal complaints, conducting risk assessments, liaising with complainants, maintaining a register of complaints and other feedback, providing regular reports on informal and formal complaints, and monitoring the performance of the complaints procedure.

Aesthetics by Ally is responsible for a proactive approach to receiving feedback from service users, and risk management. Investigation and review of complaints and follow up action for serious complaints, or where complaints result in recommendations for change in policy of procedures.

8. Enforcement / Compliance

Aesthetics by Ally is responsible for;

• Ensuring appropriate action is taken to resolve individual complaints;
• Acting on recommendations for improvement arising from complaints;
• Ensuring there is meaningful reporting on trends in complaints;
• Ensuring compliance and review of the complaint’s management protocol
• Notifications to insurers; and
• Consultation with professional registration boards, and others where necessary.
• Providing the complainant with written feedback detailing the investigation findings.

9. Promoting Feedback

Information is provided about the complaint’s procedure and external complaints bodies that Service users can go to with a complaint, such as Health Improvement Scotland in a variety of ways, including;

• Publicity about the service
• Our Facebook Page
• Information at the time of consultation and when asked will be volunteered
• An automated questionnaire will be sent to patients after each appointment

10. Risk Assessment

After receiving a formal complaint, Aesthetics by Ally will review the issues in consultation and decide what action should be taken, consistent with the risk management protocol.

Assessing Resolution Options

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative dispute resolution provider.

Aesthetics by Ally will signpost the complainant to an appropriate external body if;

• There is a serious question about the adequacy and safety of a health practitioner;
• The complaint raises complex issues that require external expertise.
• The complaint cannot be resolved internally to the service user’s satisfaction.

Aesthetics by Ally undertakes to signpost patients to approval (by the Chartered Trading

Standards Institute (http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm) Alternative Disputes Resolution Service Provider [Citizens Advice] in accordance with The Alternative Disputes Resolution Regulations (2015) and undertakes to co-operate and comply with the recommendations made by Health Improvement Scotland who can be contacted at:

Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342 (10 am-2 pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot

11. Timeframes

On receipt of a complaint Aesthetics by Ally will endeavour to;

• Acknowledge complaints in writing or in person within 5 working days.
• The acknowledgement provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
• If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.
• Formal complaints are investigated and resolved within 20 working days.
• The Service users will then receive written feedback detailing the investigation findings.
• If the complaint is not resolved within 20 working days, the complainant be provided with an update in writing.

12. Records and Privacy

Aesthetics by Ally will maintain a complaints and patient feedback record, with records of informal feedback (Suggestions for improvement and service user feedback forms) and formal complaints. Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint as per data protection laws.

• Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
• Individual complaints files are kept in a restricted access section of the computer system’s file server.
• Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patient’s medical records as part of resolving a complaint are provided with access only if the patient has provided authorization [in accordance with the confidentiality policy].

13. Open Disclosure and Fairness

Complainants are initially provided with an explanation of what happened by Aesthetics by

Ally based on the known facts. At the conclusion of an inquiry or investigation, the complainant will receive a written copy of all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Service users can make a formal complaint to Healthcare Improvement Scotland at any time by following the procedure detailed at

Healthcare Improvement Scotland

Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342 (10 am-2 pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot

http://www.healthcareimprovementscotland.org/our_work/inspecting_and_regulating_care/i ndependent_healthcare/ihc_complaints_procedure.aspx

Information Management and Data Protection Policy

1. Reason for Policy

Aesthetics by Ally needs to collect and use certain types of information about the Individuals or Service Users who come into contact with Aesthetics by Ally to carry on our work. This personal information must be collected and dealt with appropriately. There are safeguards to ensure this under the Data Protection Act 1998 and GDPR.

2. Policy Statement and Aims

Data will be collected only for the legal requirement of record keeping for medical aesthetic treatments. This policy specifies how Aesthetics by Ally intends to ensure that personal information is treated lawfully and correctly.

3. Principles of Data collection

Aesthetics by Ally will adhere to the Principles of Data Protection, as detailed in the Data Protection Act 1998.

Specifically, the Principles require that personal information:

• Shall be processed fairly and lawfully and, in particular, shall not be processed unless specific conditions are met,
• Shall be obtained only for one or more of the purposes specified in the Act and shall not be processed in any manner incompatible with that purpose or those purposes,
• Shall be adequate, relevant, and not excessive about those purpose(s)
• Shall be accurate and, where necessary, kept up to date,
• Shall not be kept for longer than is necessary
• Shall be processed by the rights of data subjects under the Act,
• Shall be kept secure by the Data Controller who takes appropriate technical and other measures to prevent unauthorized or unlawful processing or accidental loss or destruction of, or damage to, personal information,
• Shall not be transferred to a country or territory outside the European Economic Area unless that country or region ensures adequate protection for the rights and freedoms of Individuals/Service Users regarding personal processing information.

4. Data control

Aesthetics by Ally will, through appropriate management and strict application of criteria and controls:

• Observe conditions regarding the fair collection and use of information fully
• Meet its legal obligations to specify the purposes for which information is used
• Collect and process appropriate information, and only to the extent that it is needed to fulfill its operational needs or to comply with any legal requirements
• Ensure the quality of information used
• Ensure that the rights of people about whom information is held can be fully exercised under the Act. These include:
  • The right to be informed that processing is being undertaken,
  • The right of access to one’s personal information
  • The right to prevent processing in specific circumstances and
  • The right to correct, rectify, block, or erase information that is regarded as wrong information
• Take appropriate technical and organizational security measures to safeguard personal information
• Ensure that personal data is not transferred abroad without suitable safeguards
• Treat people justly and fairly, whatever their age, religion, disability, gender, sexual orientation, or ethnicity, when dealing with requests for information.
• Set out clear procedures for responding to requests for information

5. Data Controller

Aesthetics by Ally is the Data Controller under the Act, which means that it determines what purposes personal information held will be used for. It is also responsible for notifying the Information Commissioner of the data it has or is likely to hold and the general purposes for which this data will be used.

6. Data Collection

Informed consent to data collection is;

• An Individual/Service User clearly understands why their information is needed, whom it will be shared with, and the possible consequences of them agreeing or refusing the proposed use of the data.
• And then give their consent.

Aesthetics by Ally will ensure that data is collected within the boundaries defined in this policy. This applies to information contained in person or by completing a form.

• When collecting data, Aesthetics by Ally will ensure that the Individual/Service User:
• Clearly understands why the information is needed
• Understand what it will be used for and the consequences should the Individual/Service User decide not to consent to the processing.
• As far as reasonably possible, grants explicit consent, either written or verbal, for data to be processed.
• Is, as far as reasonably practicable, competent enough to give consent and has given so freely without any duress

Data collected during a consultation may not result in further contact or treatment. This will be retained for 7 years and then deleted. All other data collected will be kept for seven years, then deleted if stored on an IT system if this is an inactive file.

7. Data Storage

Information and records relating to service users will be stored securely and only accessible to authorized staff.

• Information will be stored only as long as needed or requires statute and will be disposed of appropriately.
• It is Aesthetics by Ally’s responsibility to ensure all personal and company data is nonrecoverable from any computer system previously used within the organization that has been passed on/sold to a third party.
• All records will be kept for a minimum of 7 years to satisfy insurance requirements.

Aesthetics by Ally will be using the Aesthetic Nurse Software to collect, store, and manage all of its patient’s information and data. The Aesthetic Nurse Software is cloud-based and password-protected. The software will be accessed through the clinic iPad which is also password-protected. The clinic iPad will be stored in the lockable cupboard when not in use, only Aesthetics by Ally staff will have access to this cupboard.

8. Disposal

All data will be archived no less than seven years after the initial retention period in a secure location.

9. Data Destruction

All data will be destroyed, making it impossible to recover after the archive period.

10. Data Access & Accuracy

All Individuals/Service Users have the right to access the information Aesthetics by Ally holds about them. Aesthetics by Ally will also take reasonable steps to ensure that this information is kept up to date by asking data subjects whether there have been any changes.

In addition, Aesthetics by Ally will ensure that:

• It has a Data Protection Officer with specific responsibility for ensuring compliance with Data Protection
• Everyone processing personal information understands they are responsible for following good data protection practices.
• Everyone processing personal information is appropriately trained to do so
• Everyone processing personal information is adequately supervised
• Anybody wanting to make inquiries about handling personal information knows what to do
• It deals promptly and courteously with any questions about handling personal information
• It describes clearly how it handles personal information
• It will regularly review and audit the ways it holds, manage, and use personal information
• It regularly assesses and evaluates its methods and performance in handling confidential information
• Are aware that a breach of the rules and procedures identified in this policy may lead to disciplinary action against them.

11. Further reading

https:/ico.org.uk/for-organisations/guide-to-the- general-data-protection-regulations-gdpr/ individual-rights/

Duty of Candor Policy

1. Reason for Policy

Aesthetics by Ally has a duty to be open and honest with patients when something goes wrong with their treatment or care.

2. Policy Statement and Aims

In order to minimize the risk of something going wrong the owners will fully discuss the proposed treatment, explain the risks, and provide information as to whether the risk occurs often or a very low risk of complication. Patients will also be offered an alternative treatment and the risks of this will also be explained. 3. Scope This policy applies to all service users.

3. Procedure

In the event that something goes wrong with a patient treated at Aesthetics by Ally, at the time of treatment or as a result of treatment the owners will:

Tell the patient something has gone wrong and discuss what has happened; this will occur as soon as possible after it is clear something has gone wrong and all information regarding what has happened and why and what the expected consequences are will be explained.

Apologize to the patient that something has gone wrong: when apologizing to the patient the owners will give the patient the information they want or need in a way that they understand; the information will be given sensitively and in private.

Explain and discuss the long and short-term effects of what has happened.

Where possible offer a solution to rectify the problem; if it is not possible for the practitioner to provide a solution the patient will be referred to a fellow professional for consultation and support for both the patient and practitioner.

4. Reporting

Aesthetics by Ally has a duty to report incidents if something has gone wrong with a patient’s treatment. Following an incident, the owner will document and self-reflect on the incident and seek further peer review, advice, and support in order to manage, resolve, and learn from the experience. If indicated, a plan shall be implemented in regard to learning outcomes and further care planning and or management. If the incident is a result of an adverse drug reaction or a medical device this will be reported to the MHRA using the yellow card system. The date, time, and nature of the incident will be documented in the patient’s notes.

5. References References:

Nursing and Midwifery Council(2015) The code: Professional standards of practice and behavior for nurses and midwives available at www.nmc.org/codesections 4.2,14, 23 3 Aesthetics by Ally Duty of Candour Policy Copyright 10/06/2022

Scottish Patient Safety Programme; www.scottishpatientsafetyprogramme.scot.nhs.uk

Booking Terms and Conditions

A deposit payment is required when booking in for your treatment; this cost is fully redeemable against your treatment. However, if you cancel any later than 48 hours before your booked treatment time or do not show up for your appointments, this deposit will not be returned to you.

You can reschedule your appointment at any time before the 48-hour window by clicking the link in your confirmation message or contacting us directly to amend.

All review appointments must be completed 2 – 4 weeks post-treatment; we cannot treat you any later than this time frame.