Scottish Complaints Policy

Complaints Policy

H.I.S Registered.

How we will deal with your complaint

We pride ourselves in delivering excellent service, however, should you be dissatisfied and wish to raise a concern; we will endeavour to resolve your dissatisfaction in accordance with our complaint’s procedure.

If you wish to make a formal complaint against Cavendish clinic it can be made via the following ways:

Via email

welcome@oldcavendish.northrose.tech

Via the post

To the Director,

65, Margaret Street, London W1W 8SP.

Once we have received your complaint, it will be dealt with in accordance with the following 3-step procedure.

Stage 1

You will receive an acknowledgment within two working days of receiving your complaint. If we are unclear about any aspect of the issues you have raised with us, we may ask you for additional information or clarification to investigate the matter further. If we do not receive clarification within 20 working days, we will be unable to review the complaint, and the case will be closed.

Stage 2

The Director will review your complaint and send you a full reply within 20 working days. You may respond in writing to the reply.

Stage 3

If you are dissatisfied with this response, you can write your complaint to the Chief Executive Officer. All aspects of the complaint will be reviewed, and a response will be sent to you within 15 working days. If you remain unhappy with the final response your next step would be to seek independent legal advice.

Timeframes

In some circumstances, for instance, where the case is particularly complex, it may take longer to review your complaint than the timeframes indicated at any particular stage above. If we think this is likely, we will write to you as soon as possible with a revised timescale.

You have the right to an independent external adjudication at any stage during the complaints process. Healthcare Improvement Scotland’s contact details are below:

H.I.S REGISTERED

Healthcare Improvement Scotland:

Telephone: 0131 623 4342

Email: his.ihcregulation@nhs.scot

Duty of Candour Report

1. Cavendish Clinic Edinburgh provides aesthetic treatments and services to service users aged 18 and above 25+ for injectables.

We service adults from 9am- 8pm Mon – Thurs,

9am – 6pm Fri and Sat and 10am-6pm Sun.

We are a limited company providing services from John Lewis Partners Edinburgh.

2. How many incidents happened to which the duty of candor applies?

In the last year, there have been 0 incidents to which the duty of candor applied. These are where the types of unintended or unexpected incidents have happened and do not relate directly to the natural course of someone’s illness or underlying condition.

Types of Unexpected or Unintended Incident Number of Instances:

– A person has died. 

– A person has a loss of bodily, sensory, motor, physiological, or intellectual function permanently.

– A person’s treatment has increased as a result of harm. 

– A person’s body structure has changed as a result of harm. 

– A person’s life expectancy becomes shorter as a result of harm.

– A person’s sensory, motor, or intellectual function is impaired for 28 days.

– A person experienced pain or psychological harm for 28 days or more.

– A person needs health treatment to prevent them from dying.

– A person needing health treatment to prevent other injuries. 

3. To what extent did Cavendish Clinic Edinburgh follow the duty of candour procedure? N/A.

4. Information About Our Policies and Procedures:

All new staff learn about duty of candour during their induction and annual mandatory training.

Where an incident triggers the duty of candour, our staff report it to the Clinic Manager, who is responsible for ensuring that the duty of candour procedure is followed.

The Clinic Manager records the incident and reports as necessary. When an incident has happened, the Clinic Manager will log the incident and take appropriate action with all relevant parties. This allows everyone involved to review what happened and identify changes for the future. These changes would then be reflected by updating the policies and procedures.

5. What has changed as a result? N/A.

6. Other Information:

The duty of candour has reminded us that people who use the service have a right to know when things go wrong. We have a copy displayed in the Clinic waiting room and on our Company website.