Receiving a patient complaint can be unsettling, particularly when you feel you have provided a good standard of care. It can be tempting to respond immediately or become defensive, but taking time to listen, review the records and seek advice can help you handle the situation calmly and professionally.
A clear complaints procedure gives you and your patient a shared understanding of what happens next. In this article, we explain what to do if a patient complains about an aesthetic treatment, when to involve your insurer and the mistakes to avoid when responding.
Make sure you have enough time to obtain the information you require from the patient, their full history and whether there are any contraindications to the treatment they have come in for.
These records should be kept securely for a minimum of 10 years, in line with Hamilton Fraser’s advice. Check your policy and applicable retention requirements, as some circumstances may require longer storage.
From the consultation process and throughout treatment, make sure the patient fully understands the likely results and limitations. In addition, talking with them will help you understand whether you are working towards the same realistic outcome.
From a professional point of view, whether you are an individual practitioner or working within a clinic environment, having a complaints procedure helps patients feel that their voice and opinion matter. This can be an important part of resolving their concerns.
Your insurer can advise you on ways to resolve a complaint. Follow your policy’s notification requirements for any complaint or circumstance that could lead to a claim; do not wait for a solicitor’s letter.
Always make sure you take the time to complete a detailed consent process and full patient history. Clearly record everything discussed during the consultation process. Don’t assume you’ll remember later.
Patient selection is important. If concerns arise during the consultation, take time to assess them and do not proceed if treatment is unsuitable. Although you may need the income, a claim can have financial consequences. Depending on your policy and the treatment, you may also have to pay an excess.
A high take-up of a promotional offer can put pressure on your resources. If you do run a promotion, make sure you can provide the same thorough consultation and that the patient is still suitable for the procedure. Make sure you complete all your paperwork in the same way too.
If a patient makes allegations, seek advice before admitting legal liability or agreeing compensation by text, email or verbally. This does not prevent you from being open about what happened and apologising appropriately. An apology is not, by itself, an admission of liability. See the GMC and NMC guidance on being open and honest.
Keep advice and correspondence from your insurer confidential unless advised otherwise. Continue to communicate honestly with the patient about their treatment and complaint, and meet your professional duties of openness. Do not use insurance advice as a reason to withhold information the patient should receive.
If a patient requests compensation, directly or through a solicitor, or threatens legal action, speak to us before making a substantive response. We will guide you on how and what to say. Continue necessary clinical care and do not ignore correspondence or deadlines.
For the distinction between complications, complaints and claims, read our complaints and claims handling guide.
Acknowledge the complaint promptly, listen to the patient’s concerns and follow your clinic’s complaints procedure. Review the records, explain what will happen next and keep the patient informed. Contact your insurer if the matter could lead to a claim or you need advice on responding. Arrange any necessary clinical assessment or care.
Avoid defensive replies, incomplete records, promises about outcomes or agreeing to compensation without insurance advice. Do not ignore the patient or delay necessary care while seeking support. Be open about what happened and apologise appropriately; this is different from admitting legal liability. Seek advice before responding substantively to a compensation demand or legal threat.
Hamilton Fraser’s experienced team can support and advise you if you have received a complaint. Speak to our specialist team today on 0800 63 43 881.
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