Policy Owner: Medical Director, Signature Clinic
Policy Version: 3
Review Frequency: 18 months
Initial Date Effective From: 01/12/2022
Updated: 05/01/2024
Date of Next Review: 01/07/2025
Policy Authorised by Medical Director
This policy represents Version 1 of the Joint policies for all clinics. Previous versions which were clinic specific have been archived.

This Policy summarises the procedures that will be followed to process complaints regarding the quality of the care and service delivered by Signature Clinic. Signature Clinic wishes to provide the best possible service and we welcome any feedback in the form of comments, suggestions, concerns, compliments or complaints which help us to keep improving our services. If patients have comments, suggestions or concerns we want them to tell us. Signature Medical Ltd wish to create a culture that will enable individuals to speak with the management team to resolve any concerns.

Patients can tell us in person by talking to the Registered Manager or clinic manager for the clinic. Patients can tell us by phoning the office and asking for a Registered Manager. Patients can email us or write to us depending on the clinic where they received treatment. Contact details are listed below

Formal Complaints/ Concerns

1. Staff will record concerns and complaints and escalate directly to the Registered Manager or Clinic Manager who will try to resolve the complaint at source where possible.
2. The patient may submit a formal complaint by email to complaints@signature.co.uk. The complaints manager will investigate or facilitate investigation and provide a response (stage 1 response) if the issue is related to service or will facilitate a response by the operating surgeon if the complaint is related to surgical outcome.
3. The complaints manager will respond in writing within 5 working days to acknowledge receipt of the complaint and provide the patient with the name of the investigating manager.
4. When the investigation has been completed the complaints manager will respond, usually within 20 working days.
5. Every effort will be made to resolve the concerns within 20 working However, if the investigation is going to take longer than 20 working days a holding letter will be sent to the patient by the complaints manager to advise the anticipated timescale for a response.
6. If patients are not satisfied with the (stage 1) complaint response, patients can escalate to stage 2. Patients must state the reason they are not satisfied with the stage 1 response and this must be done within 3 months of the stage 1 response. Stage 2 will result in a review of the compliant investigation and response provided by a governance manager, who will respond formally (in writing) to the patient within 20 days (if the investigation is going to take longer than 20 working days a holding letter will be sent). The Governance Manager may ask for an opinion from another surgeon working for Signature Clinic to provide an opinion at this stage.
7. If the patient is not happy with stage 2 response, and the issue is related to a service received from Signature Clinic, escalation to an independent complaints adjudication service (HSCAMP) is available to the patient (stage 3): HSCAMP: Health and Social Care Complaints and Adjudication Partners. The clinic will abide by the outcome as decided by HSCAMP unless in exceptional circumstances.
8. If the patient is not happy with the stage 2 response and the issue is related to surgical outcome, the patient will be reviewed by a surgeon who is independent of Signature Clinic for opinion. This will be facilitated within the shortest timeframe possible to suit the availability of the patient and the surgeon. The clinic will abide by the outcome as decided by the Independent Surgeon unless in exceptional circumstances.
9. Patient records will include all written complaints received, and copies of all statements and reviews completed within the compliant investigation.
10. Complaints are reported to the Clinical Governance and Compliance meetings, they are reviewed monthly to identify any adverse trends in the quality of service provision and to identify any lessons learned.

Patients who have treatment at our Glasgow Clinic have the option to refer their complaint to:

Healthcare Inspectorate Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh, EH12 9EB
Phone: 0131 623 4300

Patients who have treatment at our Cardiff Clinic have the option to refer their complaint to:
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

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