Dr. Jenny Clinic Complaints Policy

Policy Statement

At Dr. Jenny Clinic, we are committed to providing high-quality, patient-centred care. We view complaints and feedback as valuable opportunities to learn, improve and enhance the experience for all patients. If you are unhappy with any aspect of your care, we encourage you to let us know.

Purpose

This policy sets out how patients and others can raise concerns or complaints, how we respond to them and what to expect throughout the process. It complies with Regulation 16 of the Health and Social Care Act 2008 and ensures complaints are handled fairly, promptly and without prejudice.

 

Who Can Complain?

Anyone receiving or affected by care from the clinic may make a complaint. This includes patients, carers, family members or representatives acting with appropriate consent.

 

How to Make a Complaint

Complaints can be made:

  • Verbally (in person or by phone)

  • In writing (by email or letter)

  • Via our website contact form

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Contact Details:

Dr. Jenny Clinic

12-18 Theobalds Road, Oatlands Suite, Boutique Workplace Co. WC1X 8PL

Tel: 07476937397

Email: info@skinhealthbydrjenny.com

 

You can raise concerns informally or formally with Dr. Jenny. However, for formal complaints, please also contact us with your complaint in writing, either via the email address above or via post. Dr. Jenny will oversee and respond to all complaints personally.

 

Complaints Procedure

Stage 1: Local Resolution (Internal Investigation)

All complaints will be acknowledged in writing within 3 working days.

A full investigation will be carried out by Dr. Jenny.

You will receive a full written response within 14 working days, or be updated with a reason for any delay and a revised timeframe.

Where appropriate, we will offer a face-to-face meeting or a telephone call to discuss the outcome.

 

Stage 2: Independent External Review (Cosmedic Redress)

If you are not satisfied with our response, you can escalate your complaint to:

 

Cosmedic Redress

Email: admin@cosmedicredress.co.uk

Website: https://www.cosmedicredress.co.uk

Membership Number: CRS001193

 

Cosmedic Redress provides an independent review and adjudication service for complaints that cannot be resolved at the clinic level.

 

Learning from Complaints

We take every complaint seriously and use outcomes to improve our services. All complaints are recorded, analysed for trends and reviewed regularly to support quality improvement and staff training.

 

Confidentiality

All complaints are handled in strict confidence in accordance with our privacy policy and data protection obligations.

 

Support and Advocacy

If you need help making a complaint, we can direct you to independent advocacy services who can support you.