We want to know when something has not gone as it should, so we can put it right and learn from it. This policy explains how to complain, what will happen, and where you can go if you are not satisfied with our response. Making a complaint will never affect your care or treatment.
If you prefer not to give your name, we will still look into your concerns as far as we can, although we will not be able to reply to you.
You can complain in whichever way suits you:
Complaints are handled by a senior member of the clinic team who was not involved in the matter you are complaining about.
If you need help making a complaint, or need this policy in another format or language, please tell us and we will help.
It helps us if you include your name and contact details, the date of your appointment or the event, what happened, and what you would like us to do to put things right.
Please raise your concern as soon as possible, ideally within 12 months of the event or of when you became aware of it. We may still look into a complaint made after this time, especially if there was a good reason for the delay.
If your complaint involves a problem after treatment, we will offer you a prompt clinical review. If you need urgent medical help, call NHS 111, or 999 in an emergency.
If something has gone wrong with your care that has caused, or could cause, you harm, we will be open and honest with you, explain what happened and apologise, in line with our duty of candour.
If you are unhappy with our response, you can ask for it to be reviewed by a director of the clinic who was not involved in your original complaint. We will send you the outcome of the review in writing.
The Parliamentary and Health Service Ombudsman looks at complaints about NHS-funded care. The treatments on this website are privately funded, so the Ombudsman is not normally able to consider complaints about them. If any part of your care was funded by the NHS, you can find out more on the Ombudsman's website.
The Care Quality Commission (CQC), which regulates health and adult social care across England, is the regulator for Rejuvence Clinic. CQC cannot investigate or resolve individual complaints, but it wants to hear about people's experiences of care, as this helps it monitor services and protect others. You can share your experience with CQC.
If you are concerned about a doctor's fitness to practise, you can contact the General Medical Council (GMC).
If your concern is about our advertising, you can contact the Advertising Standards Authority.
If your complaint is about how we have handled your personal information, you can contact us by email, phone or post using the details above. We will acknowledge your complaint within 30 days of receiving it, look into it without undue delay, and tell you the outcome.
You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy policy has more detail.
We handle complaints confidentially. Complaint records are kept separately from your clinical record. We only use clinical information where it is needed to investigate your complaint.
We keep a record of every complaint, what we found and what we did. We review complaints regularly to spot patterns and improve our service, and we share what we learn with our team. We can provide the Care Quality Commission with a summary of complaints if it asks.
For questions about this policy, please contact us, email info@rejuvenceclinic.co.uk or call 020 7531 6600.