At Etre Beau, we set high standards and believe everyone has the right to a positive experience and good treatment outcomes. However, there may be times when you are unhappy about our services. If this is the case it is important that you tell us. We promise to listen and treat you with dignity and respect. We will deal with your complaint seriously, appropriately and in a timely manner. Our Complaints Policy has the following goals: To deal with complaints fairly, efficiently and effectively; To ensure that all complaints are handled in a consistent manner; To increase customer satisfaction; To use complaints constructively in the planning and improvement of all services.
Who can make a complaint?
Any person who has any contact with our services may use this complaints procedure. This includes individuals who have been refused a service that they think they may need. The complaint may be made directly or by a third person representing the interests of the Patient using the service. Complaints may therefore come from service users, their carer’s, friends or family.
Who can I speak to when making a complaint?
Most of the time, complaints can be resolved informally without using the Complaints Procedure. However, where this is not possible, you can lodge a complaint with any member of the Etre Beau team. If you feel able, request to speak to the member of Staff who carried out your treatment/procedure, or ask to speak to the Clinic Manager, who will gather information to help resolve the matter. If you contact us by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Making a formal complaint
If it is not possible to resolve an issue informally, you can make a formal complaint. You should make it clear that you wish to use the formal Complaints Procedure by informing the Clinic Manager or a member of Staff. Verbal complaints will be recorded by the member of Staff dealing with the complaint and a copy will be made available to the Complainant. If you make your complaint by phone we can post or e-mail a form for you to complete. In this first stage, your complaint will be dealt with by an Etre Beau Staff member, usually the Clinic Manager, or in the Manager’s absence, another senior member of the team. We will let you know who will be responsible for handling your complaint within five (5) working days of receiving the complaint. We aim to complete our investigations within 30 days of receiving your complaint. If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within five (5) working days of those issues being identified. We will write to you and may ask to meet with you to explain our findings. We will do everything we can to reach an acceptable resolution. You are welcome to bring along a representative to any meetings – this could be a carer, professional support worker or advocacy worker, whoever you feel is best suited to provide you with the support you need. In all cases, a complaint will be given full and fair consideration.
Where to complain
You can send your complaint to:
17 Melville Terrace
Stirling, FK8 2NQ
Alternatively, you can e-mail your complaint to firstname.lastname@example.org. You can also call in to the clinic or contact us on 01786 439377 and we will be happy to assist you in filing your complaint.
Time limits for complaints
Complaints can be accepted up to three (3) years from the time of the problem arising. However, it is much easier to sort out difficulties if the complaint is brought to our attention as quickly as possible.
All complaints will be treated as confidential. We will only disclose information to others that is necessary to carry out the investigation. We will always try to be as open as we can with you in the process of managing your complaint, however, there may be times when we cannot disclose information because of other people’s right to confidentiality.
Monitoring of complaints
Etre Beau keeps a record of all complaints, formal and informal and this information is used for evaluation and to improve the planning and development of services.
Taking things further
If after following our complaints procedure you are dissatisfied with the conclusion – you may contact Healthcare Improvement Scotland who will review the case.You can do this by writing to:
Healthcare Improvement Scotland
Gyle Square , 1 South Gyle Crescent
Edinburgh, EH12 9EB
We hope this helps. If you have any further questions, please do not hesitate to contact us.