Feedback & Complaints
Introduction
Nuriss Skincare and Wellness Ltd (aka Nuriss) is committed to providing high-quality healthcare services to all our patients. We value your feedback and appreciate you bringing any concerns or complaints to our attention. This protocol outlines our process for handling complaints and ensuring that they are resolved promptly and fairly.
This protocol applies to all complaints related to the services provided by Nuriss Skincare and Wellness Ltd including:
- Clinical care
- Administrative procedures
- Staff conduct
- Facilities and equipment
Definitions
- Complaint:An expression of dissatisfaction about the services provided by Haus of Skin.
- Complainer:The person who makes a complaint.
- Designated Person:A senior member of staff appointed to handle complaints.
Making a Complaint
The person responsible for handling complaints at Nuriss is Dr Anita Sturnham, Director. You can make a complaint in writing to enquiries@nuriss.co.uk by phone 0203 971 9031 or in person at the clinic. Please provide as much detail as possible about your complaint, including:
- Your name and contact details
- The date and time of the incident
- A full description of what happened
- The impact of the incident on you
Complaint Handling Process
- Acknowledgement: We will acknowledge receipt of your complaint within two working days.
- Investigation: We will investigate your complaint promptly and thoroughly. This may involve interviewing staff, reviewing records, and seeking expert opinion if necessary.
- Response: We will aim to provide you with a full and final response to your complaint within 20 working days. The response will outline our findings, any action taken to address the issue, and an apology if appropriate.
- Escalation: If you are not satisfied with our response, you can escalate your complaint to Healthwatch Westminster,
https://www.healthwatchwestminster.org.uk/
Phone: 07985461766 Monday to Friday 9am to 5pm or email; info@healthwatchwestminster.org.uk.
Service users can also escalate their complaint to the Care Quality Commission (CQC) the UK Healthcare Regulator who will make a note of the complaint and use it as part of their inspection process. They do not have an active role in dealing with complaints however.
https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider
CQC Phone: 03000 616161 Monday to Friday 8.30am to 5.30pm
Confidentiality
We will treat your complaint with the utmost confidentiality. Your personal information will not be shared with anyone outside of Nuriss without your consent.
Record Keeping
We will keep a record of all complaints received and the actions taken to resolve them. These records will be kept for a minimum of seven years.
Feedback
We welcome your feedback on our complaints handling process. Please let us know if you have any suggestions for improvement.
Commitment to Continuous Improvement
We are committed to learning from complaints and using this information to improve our services. We will regularly review our complaints handling process and make changes as necessary.
Contact Us
If you have any questions about our complaints protocol or would like to make a complaint, please contact us at:
Dr Anita Sturnham
8 Upper Wimpole Street
London
W1G 6LH
Updated March 2024