Purpose

This policy sets out the approach of BB Skin Clinic to the management of feedback, concerns, and complaints. It ensures that all issues are handled fairly, consistently, and transparently, in line with the Patient Rights (Scotland) Act 2011, the Health and Social Care Standards (2017), and the regulatory requirements of Healthcare Improvement Scotland (HIS). The aim is to provide patients with a clear process to raise concerns, to resolve issues in a timely and constructive manner, and to use all feedback as an opportunity to improve the quality and safety of care.

 

BB Skin Clinic also welcomes compliments and positive feedback. Sharing what we do well helps us to understand what is working and supports our ongoing commitment to high-quality, patient-centred care. Compliments can be shared verbally during appointments, by email, or in writing, and are logged as part of our governance process.

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Scope 

This policy applies to all patients receiving care or treatment at BB Skin Clinic, as well as to the independent nurse practitioner and any prescribers operating under practising privileges within the clinic.

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Principles 

BB Skin Clinic is committed to a culture of openness and learning. All patients are treated with dignity, privacy, and respect throughout the complaints process. Complaints are taken seriously and acknowledged within five working days, with a full response provided within twenty working days wherever possible. If an investigation requires additional time due to complexity, patients will be kept informed of the reason for the delay and advised of the revised timescale for a response. Patients will never experience discrimination or unfavourable treatment for raising a concern. All feedback, whether positive or negative, is valued as an opportunity to develop the service and enhance patient experience.

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Compliments

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If you wish to thank staff, or share your opinions about some aspect of the service you received that was done well, you may wish to share it with the team by emailing:

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thebbskinclinic@gmail.com

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Patient Complaints Procedure

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BB Skin Clinic is committed to providing the highest quality care and service. If you are unhappy with any aspect of your experience, we want to hear from you so we can resolve the matter promptly and use your feedback to improve.

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Patients are encouraged, where possible, to raise concerns informally at the time the issue arises, so that matters can often be resolved immediately through discussion. If a concern cannot be resolved informally, patients are invited to submit a formal complaint by email or in writing. The complaint should include the patient’s name, contact details, a clear description of the issue, and any relevant dates or details to assist with the investigation. If a complaint is submitted on behalf of a patient, the clinic must receive confirmation of the patient’s consent or other legal authority to act on their behalf before the complaint can be processed.

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Formal complaints will be acknowledged in writing within five working days of receipt. The practitioner will then conduct a full and impartial investigation, and a written response will be provided within twenty working days. If the matter is complex or requires more time to investigate, the patient will be advised of the reason for the delay and given an updated timeframe for the response.

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Step 1 – Raise a Concern Informally
If you are unhappy with any part of your experience, please let us know as soon as possible. Most issues can be resolved quickly and easily through discussion.

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Step 2 – Submit a Formal Complaint
If your concern cannot be resolved informally, you may submit a formal complaint by:

• Email: thebbskinclinic@gmail.com

• Post: 42 High Street, Elgin, IV30 1BU

Please include your name, contact details, and details of your concern, including dates and any relevant information.

If someone is raising a complaint on your behalf, we will need confirmation of your consent or their legal authority to act for you before we proceed.

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Step 3 – Acknowledgement
We will acknowledge your complaint in writing within five working days of receipt and confirm that we are investigating.

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Step 4 – Investigation and Response
We will fully investigate your complaint and aim to provide a full written response within twenty working days. If more time is needed because of the complexity of the investigation, we will update you with the reason and provide an estimated timescale for our response. 

 

When investigating your complaint, our aim is to:

• Understand clearly what happened and your perspective on the issue.

• Provide you with an opportunity to discuss your concerns in detail.

• Resolve the matter wherever possible and offer an apology where it is appropriate to do so.

• Identify any steps we can take to prevent a similar issue from occurring in the future.

• Explain any actions or changes that will result from the outcome of your complaint.

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Step 5 – Escalation
 

If you remain dissatisfied with the outcome, you may escalate your complaint to Healthcare Improvement Scotland (HIS).

Healthcare Improvement Scotland can help patients at any time if they are unhappy about the result of a concern or complaint they have made about a service. Healthcare Improvement Scotland details are:

 

Programme Manager

Independent Healthcare Services Team

Healthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent

Edinburgh

EH12 9EB

 

Email: his.ihcregulation@nhs.scot

Telephone:0131 623 4300

website: www.healthcareimprovementscotland.org.

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You may also seek independent advice from your practitioner’s professional regulator, such as the Nursing and Midwifery Council (NMC), or obtain independent legal advice.

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Step 6 – Learning and Improvement
All complaints are reviewed as part of our governance processes to identify ways we can improve our service.