At our clinic, customer feedback is invaluable. It helps us evaluate and improve our services while fostering a culture of openness and a commitment to learning from every experience.
We believe everyone deserves a positive experience and an excellent treatment outcome. If we fall short of your expectations, we welcome the opportunity to address and resolve the issue.
How to Share Feedback
We encourage feedback during every visit to our clinic. Additionally, every customer has the option to book a complimentary review appointment after treatment. These opportunities are ideal for discussing any concerns you may have about our service or treatment outcomes.
We promise to listen carefully and address your concerns promptly and appropriately. When you share feedback, we take it seriously and use it as a valuable resource to enhance our services.
Throughout your journey with us, you’ll receive email and text requests to complete a feedback survey, with results sent directly to our management team. Should you feel that your feedback is not being listened to in a timely manner then please ask to speak to Susan Edie our Clinic Manager.
Formal Complaints Process
If you feel something has gone wrong and your feedback is not being addressed. You can make a formal complaint, for which there is a structured process to ensure your concerns are handled professionally and efficiently. Depending on the nature of the complaint it may be submitted to a regulatory body.
Acknowledgment
- The Clinic Manager will acknowledge your complaint via email within 2 working days of receiving it.
Investigation and Resolution
- We aim to investigate and resolve formal complaints within 20 working days.
Updates
- If the complaint is not resolved within 20 days, we will send you a written update explaining the reason for the delay.
- A full response will be provided within 5 working days after the investigation concludes.
How do I submit a formal complaint to the clinic?
To file a formal complaint, please click here to submit your concerns.
How do I submit a complaint to HIS?
To submit a complaint to Healthcare Improvement Scotland (HIS) please follow the guidance on their website.
Healthcare Improvement Scotland
We are committed to providing excellent care, but if you ever feel the need, you’re welcome to share your concerns with Healthcare Improvement Scotland, the independent regulatory body for clinics in Scotland. They are there to ensure the highest standards of care are maintained.
