COMPLAINTS POLICY
This policy sets out LG Medical Aesthetics (LGMA) approach to handling complaints.
It applies throughout the service and is designed to:
• ensure we learn from complaints, and
• improve the service our patients receive from us
Leona Gilhooley (Director) is responsible for overseeing the implementation of this policy and ensuring that all complaints are handled, recorded, investigated and resolved appropriately.
Summary Statement
LGMA is committed to providing a high-quality service to all our service users and learning from our mistakes to improve our standards and the service that is provided.
If you have a complaint, please contact LGMA by email or in writing at:
LG Medical Aesthetics
14 Meiklejohn Street
Causewayhead
Stirling FK9 5HQ
LGMA will allow eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Healthcare Regulator (Healthcare Improvement Scotland). You also have the right to complain to the healthcare regulator at any time, should you so wish. Their details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square | 1 South Gyle Crescent | Edinburgh | EH12 9EB
t: 0131 623 4342
Our complaints process:
1. LGMA will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2. LGMA will then investigate your complaint. This will normally involve a review of the issues raised.
3. LGMA will then invite you to a meeting to discuss and hopefully resolve your complaint. LGMA will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, LGMA will write to you to confirm what took place and any solutions that have been agreed with you.
5. If you do not want a meeting or it is not possible, LGMA will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact LGMA again to review the decision or arrange for an appropriate alternative, such as a review by an independent clinician/ practitioner or local solicitor or mediation service.
7. LGMA will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
Author: Leona Gilhooley
Written: 19/02/2020
Reviewed: 07/10/2022
Review: 07/10/2024