COMPLAINTS PROCEDURE – Belfast Skin Clinic

A complaint is “an expression of dissatisfaction that requires a response”.

We aim to provide the highest standard of care in all our services delivered within the Belfast Skin Clinic. Our clients’ views are very important to us and assist the management team with ensuring that our services are meeting expectations and instigate improvements where necessary. If you are unhappy with any of our services, please bring this to our attention as soon as possible. We will do our very best to improve services and ensure client satisfaction.

Client Questionnaires are available at reception for completion after your visit and can be left with the receptionist or posted back at your convenience. The questionnaire is optional to be anonymous if wished.

Our goal within the Belfast Skin Clinic is to:-

Deal with complaints fairly, efficiently and effectively
Ensure that all complaints are handled in a sensitive and confidential manner
Increase client satisfaction and to make their visit as comfortable and pleasant as possible
Use any complaints constructively in the review, planning and improvement of all services

How to complain

Anyone can complain or make suggestions to improve services
Complaints may be made verbally face to face, by phone, in writing or by email
We would like to sort out any complaint as soon as possible and many can be resolved informally
The Registered Nurse Manager – Karen Moffett – has overall responsibility for dealing with and documenting any complaints.
We will acknowledge your complaint within 3 working days
The Nurse Manager will conduct an investigation into your complaint and write to you within 20 days with details of any findings unless there is a clear reason for extending this deadline
You will be informed of any action we have taken and any proposals to resolve your complaint
All complaints are documented including any actions taken
All complaints are discussed at Senior Management meetings for any learning outcomes

Further Steps

If you are unhappy at any stage of the process, you can ask for assistance from the Medical Director of the Belfast Skin Clinic – Dr Pamela McHenry.

If you are still not happy with the outcome, you can be referred on for further advice to the following organisations:-

REGULATION AND QUALITY IMPROVEMENT AUTHORITY (RQIA)

The RQIA is an Independent non-departmental public body. The Belfast Skin Clinic is registered with the RQIA as an Independent Provider and is regulated and inspected regularly to ensure minimum standards are being met.

Whilst the RQIA do not have legal powers to investigate complaints, they take all concerns very seriously. If you wish to bring a concern to their attention, please contact:-

Telephone: 02895 361111

Email: [email protected]

Website: www.rqia.org.uk

PATIENT AND CLIENT COUNCIL (PCC)

You can get practical help to raise your complaint from the PCC. Please contact:

Telephone: 0800 9170222

Email: [email protected]

Website: www.patientclientcouncil.hscni.net

NORTHERN IRELAND PUBLIC SERVICE OMBUDSMAN (NIPSO)

It is for the Ombudsman to determine whether or not a case falls within that Office’s jurisdiction. Please contact:

Telephone: 0800 343424

Email: [email protected]