As an owner of a medical aesthetic clinic for the last 13 years, and a former complaints manager at the predecessor to the Care Quality Commission (CQC), I know all too well the sinking feeling you get when a patient complains that they are not happy with the way they have been treated.
During this moment, many thoughts race through your mind. You worry that you are not good at your job, that the patient will leave bad reviews all over the internet, or worst-case scenario that you will be sued and lose your licence to practice. This gut-wrenching feeling is perfectly normal but thankfully there is a solution. In this article I’m going to share the nine steps in the complaints management formula I have developed over the last 13 years that, if followed correctly, will help you resolve patient complaints and will mean you will rarely need to involve your insurers, let alone any lawyers.
You might not want to hear this, but you will receive complaints when you enter into business in aesthetics. Common complaints can range from unmatched expectations about treatment efficacy and longevity, right through to the impact of unexpected side effects. If you come from an NHS…
