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Archived: Nu Cosmetic Clinic Ltd

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Inspection report

Date of Inspection: 13 February 2013
Date of Publication: 28 February 2013
Inspection Report published 28 February 2013 PDF

People should have their complaints listened to and acted on properly (outcome 17)

Meeting this standard

We checked that people who use this service

  • Are sure that their comments and complaints are listened to and acted on effectively.
  • Know that they will not be discriminated against for making a complaint.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 13 February 2013, talked with staff and received feedback from people using comment cards.

'We also reviewed other relevant records held by the provider.

Our judgement

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.

Reasons for our judgement

People’s complaints were fully investigated and resolved, where possible, to their satisfaction. We also saw information about how to make a comment or complaint displayed on the provider’s website, as well as in patient information leaflets. Staff told us that they knew how to address any complaints that they received or were aware of and outlined how they would address these with the support of senior staff.

An annual log of complaints was held by the registered manager and during our inspection, we reviewed recent complaints received by the service and how they were managed. We discussed actions taken following complaints in the past, which included reviewing and amending patient information packs. This also included, when possible, feedback to the complainant. We saw evidence that patients were asked to complete surveys and offer feedback to the provider regarding their experience. We also saw that completed patient experience survey forms were generally positive about the care and treatments provided. This feedback was then analysed to look for any trends and possible areas of service improvement.