Complaints Policy

Eva Aesthetica | Dr Anoushka Asadipour

Policy Statement

At Eva Aesthetica, we are committed to delivering the highest standards of care in a safe, respectful, and professional environment. While we strive to offer an excellent patient experience at all times, we understand that occasionally concerns may arise.

We believe that every patient has the right to raise a concern or complaint and to have it listened to, handled sensitively, and resolved promptly. Proper handling of complaints not only helps resolve individual concerns but also offers valuable insight into how we can continuously improve our service.

Our Aims and Objectives

To ensure patients receive high-quality care that meets their expectations.
To welcome all forms of feedback, whether suggestions, concerns, or compliments.
To provide a fair, accessible, and transparent complaints process.
To promote a culture of openness, learning, and continuous improvement.

Principles of Our Complaints Process

We encourage patients to share concerns in person, via email, text, or using our feedback forms.
Patients are welcome to raise concerns directly with their clinician or via a feedback form.
All complaints are treated confidentially, sensitively, and without judgement.
We make no assumptions about the seriousness of any complaint – all concerns are important to us.
Anonymous complaints may be considered if sufficient information is provided.
Raising a concern will never result in adverse treatment or discrimination.
Wherever possible, we aim to resolve issues promptly and informally at the point of service.
Where complaints are received remotely (via email, telephone, or text), we will invite the patient for a face-to-face appointment to discuss the issue in full, supported by a review of clinical notes and relevant records.

Complaints Resolution Process

When resolving concerns or complaints, we follow these steps:

Acknowledge the patient's experience and express regret for any distress caused.
Provide a clear and honest explanation based on known facts — without speculation or blame.
Understand the outcome the patient is seeking and explore suitable options to resolve the issue.
Confirm whether the patient is satisfied with the proposed resolution.

If the issue is resolved informally, clinicians or staff must document the concern and resolution, and provide the information to the Complaints Manager.

Where the matter is beyond the remit of a staff member or clinician, it must be escalated to the Complaints Manager for further action.

Key Responsibilities

Dr Anoushka Asadipour (Registered Manager) holds overall responsibility for ensuring that complaints are handled appropriately at Eva Aesthetica.

Designated Complaints Managers:

Dr Anita Kapoor (Lead Complaints Manager)
Dr Mark Lister (Deputy Complaints Manager)

They are responsible for:

Overseeing the investigation and resolution of all formal complaints.
Coordinating communication with the complainant and relevant team members.
Maintaining the complaints register and reporting trends.
Conducting risk assessments where appropriate.
Notifying relevant insurers, regulatory bodies, or third parties when necessary.

Timeframes

Acknowledgement: All formal complaints will be acknowledged within 48 hours, in writing or in person. The acknowledgement will include the name of the person handling the complaint and details of the process and expected timelines.
Notification to third parties: If a complaint requires consultation with an external body, this will be carried out within 3 working days of identifying the need.
Investigation: Complaints will be investigated and resolved within 30 days.
Updates: If the matter is not resolved within 20 days, the complainant and relevant team members will receive an update on progress.

Confidentiality and Record Keeping

A central register of complaints and feedback is maintained securely by the Complaints Managers.
All communication (in-person, phone, email, text) is documented in the patient's record.
Personal data relating to a complaint is only shared with those directly involved in its resolution.
Complainants are informed of how their information will be used during the investigation.
Access to clinical records is granted in accordance with our Confidentiality and Subject Access Policy, and only with patient authorisation when required.

Open Disclosure and Fairness

We are committed to transparency throughout the complaints process. At the end of an investigation, both the complainant and involved staff will be provided with:

A full explanation of the facts as established.
Identification of any contributing factors.
Recommendations for service improvement and rationale behind any decisions made.

Investigating Complaints

Investigations are led by Dr Anita Kapoor and/or Dr Mark Lister and involve:

Speaking with staff and clinicians directly involved.
Gathering factual reports from team members.
Understanding the patient’s perspective and what outcome they hope for.
Reviewing medical records and communications to establish a clear timeline.
Referencing relevant clinical policies, standards, and guidelines.

Complaints Involving Named Individuals

If a complaint names a specific clinician or staff member:

The individual will be informed of the complaint in confidence.
They will not have contact with the complainant during the investigation, where appropriate.
Fairness and due process will be upheld throughout.
Staff are encouraged to seek support from their professional body, if desired.
Any findings and recommendations will be handled in line with our performance and review processes.

Risk Assessment and Escalation

Formal complaints will be reviewed in consultation with clinical staff to assess any clinical or reputational risks. If the complaint cannot be resolved internally or is of a complex nature, it may be referred to an appropriate external body, such as:

A regulatory or professional standards authority (e.g. GMC, NMC, GDC).
An Alternative Dispute Resolution (ADR) provider approved by the Chartered Trading Standards Institute, where applicable under the Alternative Dispute Resolution for Consumer Disputes Regulations (2015).

ADR providers can be found at:
👉 www.tradingstandards.uk/consumer-help/adr-approved-bodies

Eva Aesthetica will cooperate fully with any ADR provider and implement their recommendations where applicable.

Monitoring and Reporting

The Complaints Managers prepare regular reports on complaint types, themes, outcomes, and service improvements.
These reports are reviewed by the management team and shared (where appropriate) with staff to support learning and clinical governance.
Anonymous case studies may be created to support internal training.
Complaints data is reviewed at team meetings and included in our annual Quality Improvement Report, which summarises:
- The number and nature of complaints received.
- How quickly and effectively they were handled.
- Whether the complainants and staff were satisfied with the outcome.
- Service improvements made as a result.

Formal Complaints Process

Complaints are classified as formal when:

They are made in writing (email or letter).
They have not been resolved at the point of care.
The patient seeks a formal investigation or specific outcome.
The complaint concerns matters outside the scope of the individual staff member.

In such cases:

The staff member should provide the patient with a copy of the complaints policy.
A written report should be submitted to the Complaints Manager.
The Complaints Manager will liaise directly with the complainant and relevant clinical staff to resolve the issue.

Need Further Support?

If you remain dissatisfied after going through our complaints process, please contact:

Citizens Advice – www.citizensadvice.org.uk
The Patients Association – www.patients-association.org.uk/helpline