Effective Date: 1st May 2024 | Review Date: 1st May 2025

This policy outlines the procedure for handling complaints at The Mayfield Clinic by Dr Nestor, ensuring all concerns are managed fairly, transparently, and in line with regulatory requirements set by Healthcare Improvement Scotland (HIS)

1. Purpose
We are committed to maintaining the highest standards of care and patient satisfaction. This policy provides details of escalation routes to independent third-party complaint bodies, including:

• British College of Aesthetic Medicine (BCAM)
• Cosmetic Redress Scheme (CRS)
• Health Improvement Scotland (HIS)

2. Scope
This policy applies to:

Patients and clients of The Mayfield Clinic by Dr Nestor.
All staff, including medical practitioners, therapists, and administrative personnel. –
Complaints regarding clinical treatments, patient care, staff behaviour, and operational concerns.

3. Principles of Complaint Handling
✔ Confidentiality – All complaints will be managed with discretion.
✔ Fairness – Every complaint will be assessed impartially.
✔ Transparency – Patients will be informed about the progress of their complaint. ✔ Timeliness – Complaints will be acknowledged and resolved promptly.

4. How to Make a Complaint
We encourage feedback and take all concerns seriously. Complaints can be made via:
Email: hello@themayfieldclinic.co.uk
Phone: 0131 467 1450
In Person: Request a Complaints Form from Reception.
In Writing:
Address letters to Nicole Sayers (Clinic Manager), 169 Mayfield Road, Edinburgh, EH9 3AZ

5. Complaint Process
Step 1: Acknowledgment (Within 2 Working Days)
✔ We will acknowledge receipt of the complaint in writing within 2 working days. Step 2: Investigation (Within 10 Working Days)
✔ The complaint will be reviewed by the Clinic Manager/Medical Director.
✔ We may request further information from the complainant if necessary.
Step 3: Resolution (Within 20 Working Days)
✔ A written response will be provided within 20 working days, outlining:
– Findings of the investigation.
– Any remedial action taken.
– Further steps available if the complainant is unsatisfied.

6. Escalation to External Bodies
If you are dissatisfied with the outcome, you may escalate your complaint to an independent third-party body:
 

6.1 Healthcare Improvement Scotland (HIS)
Programme Manager
Independant Healthcare Services Team
Gyle Square
1 South Gyle Crescent
Edinburg
EH12 9EB
Phone: 0131 623 4300
Email: hcis.enquiries@nhs.scot
Website:[www.healthcareimprovementscotland.org](https://
www.healthcareimprovementscotland.org)

 

6.2 British College of Aesthetic Medicine (BCAM)
Phone: 01844 390110
Email: info@bcam.ac.uk
Website: [www.bcam.ac.uk](https://www.bcam.ac.uk)

6.3 Cosmetic Redress Scheme (CRS)
Phone: 0345 362 3123
Email: info@cosmeticredress.co.uk
Website: [www.cosmeticredress.co.uk](https://www.cosmeticredress.co.uk)


7. Learning from Complaints
✔ Complaints are logged in the Suggestion for Improvement Form and reviewed regularly to identify trends and improve services.
✔ Staff receive internal training on handling complaints professionally.
✔ Patient feedback helps us enhance our clinical and customer service standards.


8. Policy Review
This policy will be reviewed annually and updated as required by regulatory changes.