Complaints
Introduction
At Bella Vou, we are dedicated to providing satisfaction, the highest standards of care, in a safe well lead environment.
Bella Vou offers patients a uniquely individual approach to both surgical and non-surgical procedures and treatments. Our state-of-the-art facility provides the very latest surgical interventions and aesthetic treatments in a chic, comfortable, and welcoming environment.
If you feel that our promise to you as our patient has fallen below the expected standard, it is vital for us to be informed so that we may provide a resolution to your concerns and improve the delivery of our service in the future.
What to do if you have a concern
At Bella Vou, we want nothing more than for our patients to be happy, satisfied with both their results and with our efforts to do all we can for you even when complications may arise. We wish you to know and feel that we have a listening ear first and foremost and that unlike experiences which you may have had elsewhere, that you do not need to ‘go blue in the face’ in order to be heard. So, if you do have a concern about any element of your journey with us. Please raise these concerns directly with any member of the team.
We are keen to resolve your concern at swifty as possible, please be assured that the raising of a concern will never have an influence on the high level of care that we do our best to provide to all our patients all of the time. So please do be quick in raising any concern, query or question that you may have as it occurs, ensuring the rest of your visit is as worry free as possible.
Should you have any concerns during your stay, please raise these directly with the member of staff caring for you. Our staff may need to escalate your feedback to the senior nurse on duty, a manager or another member of the clinical team for further intervention or support.
Should you have any concerns following your visit, please contact your Patient Co-ordinator, who will welcome the opportunity to help and act to resolve your concern efficiently.
Complaints of a non-medical nature will be handled in their entirety by the Patient Experience Director.
Stage 1
Complaints of a clinical nature with a result post treatment or surgery, require an in-person consultation with your surgeon as this is essential for an examination with your surgeon to determine the nature and remedy. A selection of dates will be offered to you to arrange the consultation where the concern can fully be shared, discussed and examined. This is not possible to do remotely. Please understand that we cannot progress the concern if you do not make yourself available and have wider implication on your recovery and resolution if you do not attend. We are unable to progress a complaint to the next stage is you do not attend the initial consultation to understand your concern. In relevant circumstances we will request you to send us recent photographs so that we can better understand your concerns ahead of the consultation. We will also provide you with a short questionnaire to again help us better support you ahead of your consultation.
Once the complaint has been received it is recorded in the Complaints Register and the Patient Experience Director will send an acknowledgement email/letter within 3 working days, to the complainant (if the complaint is received via email, then the acknowledgement is returned via email and likewise for a letter).
Either a full response or a progress update will be sent to the complainant within 20 working days of receiving the complaint. During that time the Practice will conduct a thorough review to find out what has happened and whether there is any need for action that can be taken to put things right. If at the end of those 20 working days, we are still conducting our investigations we will notify the complainant of the position and keep them fully informed every 20 working days explaining the reason for the delay, until our review has been concluded, the aim is to complete each stage of the complaints process as swiftly as possible and, in any event within 3 months.
If the complainant is dissatisfied with the outcome of the investigation and they wish to escalate their complaint to Stage 2, they must do so in writing, within 6 months of the final response to their complaint, at Stage 1.
Stage 2
If the complaint is escalated to Stage 2, the Registered Manager will acknowledge the request for a review, within 3 working days.
A full response, of the formal review, will be provided within 20 working days, or if the issues are too complex to complete the investigation within 20 days, the complainant will be informed of any delays. If at the end of those 20 working days, we are still conducting our investigations we will notify you of the position and keep you fully informed every 20 working days explaining the reason for the delay, until our review has been concluded, the aim is to complete each stage of the complaints process as swiftly as possible and, in any event within 3 months.
Bella Vou may wish to invite complainants to attend a meeting at the start of Stage 2 to clarify the matters that remain outstanding in the complaint and obtain a greater understanding of what the complainant hopes to achieve by escalating the complaint. This meeting may be conducted face-to-face or via telephone or videoconferencing/online if the complainant prefers.
If at this stage, the complainant, is still dissatisfied, with the response to their complaint, they may then escalate their complaint to Stage 3, and the Stage 2 letter will signpost them to The Independent Sector Complaints Adjudication Service, ISCAS.
Click here for more information on the ISCAS Patient Guide for making Complaints. You can download a copy of the ISCAS Patient Guide here
Stage 3
The complainants have the right to an independent adjudication of their complaint. Requests for independent external adjudication should be made in writing, to ISCAS within 6 months of receipt of the Stage 2 review letter.
The complainant must also be aware that the independent adjudicator has the final decision and will bring the complaint process to a close. All complaints must be tracked in the complaint’s log, with every stage detailed, dated and conclusions clearly noted.