The Glasgow Clinic is committed to improving the services it provides for patients. We encourage all forms of feedback, including complaints, and use it to continuously improve our services.
Compliments
If you wish to thank staff, or share your opinions about some aspect of the service you received that was done well, you may wish to share it with the team by emailing:
compliments@theglasgowclinic.co.uk
Concerns and Complaints
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, please let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident.
Dr Pauline McCluskey will handle your complaint in line with our Complaints Policy. She will explain the procedure to you and make sure that your concerns are dealt with promptly. Please send your complaint to:
complaints@theglasgowclinic.co.uk
We will acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date you raised it. We shall then be in a position to offer you an explanation, or a meeting to discuss further.
When we look into your complaint, we will aim to:
- find out what happened and what you feel went wrong
- make it possible for you to discuss the problem in detail
- resolve your problem and give you an apology, where appropriate
- identify what we can do to make sure the problem doesn’t happen again
- explain what will happen as a consequence of your complaint
The Glasgow Clinic is a member of the Cosmetic Redress Scheme, a third-party consumer redress and mediation scheme run by HF Resolution Ltd, which provides another option to escalate your complaint.
If you remain dissatisfied with our response to your complaint, you have the right to refer the matter at any stage to Healthcare Improvement Scotland at:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4300
Email: his.ihcregulation@nhs.scot