Complaints Policy

Duty of Candor Policy

1. Reason for Policy

Glow Medspa has a duty to be open and honest with patients when something goes wrong with their treatment or care.

2. Policy Statement and Aims

To minimise the risk of something going wrong the owners will fully discuss the proposed treatment, explain the risks and provide information as to whether the risk occurs often or a very low risk of complication. Patients will also be offered an alternative treatment and the risks of this will also be explained.

3. Scope

This policy applies to all service users.

4. Procedure

If something goes wrong with a patient treated at Glow Medspa, at the time of treatment or as a result of treatment, the owners will:

Tell the patient something has gone wrong and discuss what has happened; this will occur as soon as possible after it is clear something has gone wrong. All information regarding what has happened and why and the expected consequences will be explained.

Apologise to the patient that something has gone wrong: when apologising to the patient, the owners will give the patient the information they want or need in a way they understand; the information will be given sensitively and in private.

Explain and discuss the long and short-term effects of what has happened.

Where possible, offer a solution to rectify the problem; if it is not feasible for the practitioner to provide a solution, the patient will be referred to a fellow professional for consultation and support for both the patient and practitioner.

5. Reporting

Glow Medspa has a duty to report incidents if something has gone wrong with a

patient’s treatment. Following an incident, the owner will document and self-reflect on the incident and seek further peer review, advice and support to manage, resolve and learn from the experience. If indicated, a plan shall be implemented regarding learning outcomes and further care planning and or management.

If the incident is as a result of an adverse drug reaction or a medical device this will be reported to the MHRA using the yellow card system. The incident's date, time and nature will be documented in the patient’s notes.

Glow Medspa will produce an annual report that will be published on our website policies page.

6. References

References: Nursing and Midwifery Council(2015) The code: Professional standards of practice and behaviour for nurses and midwives available at www.nmc.org/code sections 4.2,14, 23

Scottish Patient Safety Programme; www.scottishpatientsafetyprogramme.scot.nhs.uk

Duty of Candor Report

Name & address of service:

Glow Medspa Ltd

Unit 2

57 Harbour Road

Inverness

IV11UF

Date of report:

01/04/2026

How have you ensured that you (and your staff) understand your responsibilities relating to the duty of candour and have systems to respond effectively? How have you done this?

Yes – Reread policy to ensure understanding.

Do you have a Duty of Candour Policy or written Duty of Candour procedure?

Yes

How often have you/your service implemented the duty of candour procedure this financial year?

Type of unexpected or unintended incidents (not relating to the natural course of someone’s illness or underlying conditions)

Number of times this has happened (APR 25 -APR 26)

Did the responsible person for triggering the duty of candour appropriately follow the procedure? If not, did this result in any under or over-reporting of duty of candour?

N/A

What lessons did you learn?

N/A

What learning & improvements have been put in place as a result?

N/A

Did this result is a change/update to your duty of candour policy/procedure?

N/A

How did you share lessons learned, and who with?

N/A

Could any further improvements be made?

N/A

What systems do you have in place to support staff in providing an apology in a person-centred way, and how do you support staff to enable them to do this?

N/A

What support do you have available for people involved in invoking the procedure and those who might be affected?

N/A

Please note anything else that may be applicable to report.

N/A

Information Management and Data Protection Policy

1. Reason for Policy

GLOW MEDSPA needs to collect and use certain types of information about the Individuals or Service Users who come into contact with GLOW MEDSPA to carry on our work. This personal information must be collected and dealt with appropriately. There are safeguards to ensure this under the Data Protection Act 1998 and GDPR.

2. Policy Statement and Aims

Data will be collected only for the legal requirement of record keeping for medical aesthetic treatments. This policy specifies how GLOW MEDSPA intends to ensure that personal information is treated lawfully and correctly.

3. Principles of Data collection

GLOW MEDSPA will adhere to the Principles of Data Protection, as detailed in the Data Protection Act 1998.

Specifically, the Principles require that personal information:

Shall be processed fairly and lawfully and, in particular, shall not be processed unless specific conditions are met,
Shall be obtained only for one or more of the purposes specified in the Act and shall not be processed in any manner incompatible with that purpose or those purposes,
Shall be adequate, relevant, and not excessive about those purpose(s)
Shall be accurate and, where necessary, kept up to date,
Shall not be kept for longer than is necessary
Shall be processed by the rights of data subjects under the Act,
Shall be kept secure by the Data Controller who takes appropriate technical and other measures to prevent unauthorized or unlawful processing or accidental loss or destruction of, or damage to, personal information,
Shall not be transferred to a country or territory outside the European Economic Area unless that country or region ensures adequate protection for the rights and freedoms of Individuals/Service Users regarding personal processing information.

4. Data control

GLOW MEDSPA will, through appropriate management and strict application of criteria and controls:
Observe conditions regarding the fair collection and use of information fully
Meet its legal obligations to specify the purposes for which information is used
Collect and process appropriate information, and only to the extent that it is needed to fulfill its operational needs or to comply with any legal requirements
Ensure the quality of information used
Ensure that the rights of people about whom information is held can be fully exercised under the Act. These include:
-The right to be informed that processing is being undertaken,
-The right of access to one’s personal information
-The right to prevent processing in specific circumstances and
-The right to correct, rectify, block, or erase information that is regarded as wrong information
Take appropriate technical and organizational security measures to safeguard personal information
Ensure that personal data is not transferred abroad without suitable safeguards
Treat people justly and fairly, whatever their age, religion, disability, gender, sexual orientation, or ethnicity, when dealing with requests for information.
Set out clear procedures for responding to requests for information

5. Data Controller

GLOW MEDSPA is the Data Controller under the Act, which means that it determines what purposes personal information held will be used for. It is also responsible for notifying the Information Commissioner of the data it has or is likely to hold and the general purposes for which this data will be used.

6. Data Collection

Informed consent to data collection is;
An Individual/Service User clearly understands why their information is needed, whom it will be shared with, and the possible consequences of them agreeing or refusing the proposed use of the data.
And then give their consent.

GLOW MEDSPA will ensure that data is collected within the boundaries defined in this policy. This applies to information contained in person or by completing a form.
When collecting data, GLOW MEDSPA will ensure that the Individual/Service User:
Clearly understands why the information is needed
Understand what it will be used for and the consequences should the Individual/Service User decide not to consent to the processing.
As far as reasonably possible, grants explicit consent, either written or verbal, for data to be processed.
Is, as far as reasonably practicable, competent enough to give consent and has given so freely without any duress

Data collected during a consultation may not result in further contact or treatment. This will be retained for 7 years and then deleted. All other data collected will be kept for seven years, then deleted if stored on an IT system if this is an inactive file.

7. Data Storage

Information and records relating to service users will be stored securely and only accessible to authorized staff.
Information will be stored only as long as needed or requires statute and will be disposed of appropriately.
It is GLOW MEDSPA’s responsibility to ensure all personal and company data is nonrecoverable from any computer system previously used within the organization that has been passed on/sold to a third party.
All records will be kept for a minimum of 7 years to satisfy insurance requirements.

GLOW MEDSPA will be using the Aesthetic Nurse Software to collect, store, and manage all of its patient’s information and data. The Aesthetic Nurse Software is cloud-based and password-protected. The software will be accessed through the clinic iPad which is also password-protected. The clinic iPad will be stored in the lockable cupboard when not in use, only GLOW MEDSPA staff will have access to this cupboard.
8. Disposal

All data will be archived no less than seven years after the initial retention period in a secure location.

9. Data Destruction

All data will be destroyed, making it impossible to recover after the archive period.

10. Data Access & Accuracy

All Individuals/Service Users have the right to access the information GLOW MEDSPA holds about them. GLOW MEDSPA will also take reasonable steps to ensure that this information is kept up to date by asking data subjects whether there have been any changes.

In addition, GLOW MEDSPA will ensure that:
It has a Data Protection Officer with specific responsibility for ensuring compliance with Data Protection
Everyone processing personal information understands they are responsible for following good data protection practices.
Everyone processing personal information is appropriately trained to do so
Everyone processing personal information is adequately supervised
Anybody wanting to make inquiries about handling personal information knows what to do
It deals promptly and courteously with any questions about handling personal information
It describes clearly how it handles personal information
It will regularly review and audit the ways it holds, manage, and use personal information
It regularly assesses and evaluates its methods and performance in handling confidential information
Are aware that a breach of the rules and procedures identified in this policy may lead to disciplinary action
against them.

11. Further reading
https:/ico.org.uk/for-organisations/guide-to-the- general-data-protection-regulations-gdpr/ individual-rights/

Booking Terms & Conditions

Deposits
A non-refundable deposit is required at the time of booking. This will be deducted from the cost of your treatment on the day.

Cancellations & No-Shows
If you cancel within 48 hours of your scheduled appointment, or fail to attend (no-show), your deposit will be forfeited, and 100% of the treatment cost will be payable. This payment will be automatically collected from the card used to secure your booking.

Authorisation of Payment
By agreeing to these Terms and Conditions, you authorise Glow Medspa Ltd to charge your credit card, debit card, or any other payment method used at the time of booking without further reference to you, for any amount up to or equal to the total booking value (less any deposit or reservation fee already paid). This includes charges for late cancellations, no-shows, late arrivals, or outstanding treatment fees.

Rescheduling

You may reschedule your appointment up to 48 hours in advance by using the link in your confirmation message or by contacting us directly.

Late Arrival Policy
If you arrive more than 10 minutes late, we may be unable to carry out your treatment. In this case, the appointment will be treated as a late cancellation, your deposit will be forfeited, and the remaining balance up to the full treatment cost will be charged to your saved payment method.

Review Appointments
All review appointments must be attended 2–4 weeks post-treatment. We are unable to offer review treatments outside of this timeframe.

Why These Policies Exist
These policies are in place to ensure fairness for all patients and to protect clinical time. When appointments are missed, changed at short notice, or begun too late to complete safely, it is often impossible to offer the slot to another patient who may be waiting for treatment. Deposits and cancellation fees allow us to maintain the highest standard of care, run the clinic efficiently, and ensure that every patient receives the time and attention they deserve.

1. Reason for Policy

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and treated with dignity and respect. GLOW MEDSPA will manage complaints in the first instance in order that service users’ concerns are dealt with appropriately. Good complaint handling of matters is an important way of ensuring service users receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

2. Policy Statement and Aims

GLOW MEDSPA has defined the following statements and aims for this policy:

We aim to provide a service that meets the needs of our patients and we strive for a high standard of care;
We welcome suggestions from service users about the safety and quality of service, treatment and care we provide;
We are committed to an effective and fair complaints system; and
We support a culture of openness and willingness to learn from incidents, including complaints.

3. Scope

This policy applies to all service users.

4. Procedure

GLOW MEDSPA will encourage patients to provide feedback about the service, including Complaints, concerns, suggestions and compliments whereby GLOW MEDSPA will attempt to resolve complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

·Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.

Service users are encouraged to discuss any concerns about treatment and service with their treating clinician [or alternative], or they can complete our customer feedback form.
All complainants are treated with respect, sensitivity and confidentiality.
All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
Service users can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
Service users will receive written feedback detailing the investigation findings.

5. Managing complaints

GLOW MEDSPA will encourage patients to provide feedback about the service, including complaints, concerns, suggestions and compliments, whereby GLOW MEDSPA will attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

6. Complaint Resolution

The process of resolving the problem will include:

an expression of regret to the consumer for any harm or distress suffered;
an explanation or information about what is known, without speculating or blaming others; considering the problem and the outcome the consumer is seeking and proposing a solution; and confirming that the service user is satisfied with the proposed solution.
The complainant will receive written feedback detailing the investigation findings.

If the problem is resolved, a record of suggestions for improvement to record service user feedback will be kept.

If the Complaint is Not Resolved

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.

After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
The outcome the complainant is seeking is beyond the scope of their experience, the practitioner should seek advice from a more experienced practitioner or their insurer.
Healthcare Improvement Scotland can be contacted at any time at the details in section 10.

7. Responsibilities

GLOW MEDSPA is responsible for the investigation and resolution of formal complaints, conducting risk assessments, liaising with complainants, maintaining a register of complaints and other feedback, providing regular reports on informal and formal complaints, and monitoring the performance of the complaints procedure.

GLOW MEDSPA is responsible for a proactive approach to receiving feedback from service users, and risk management. Investigation and review of complaints and follow up action for serious complaints, or where complaints result in recommendations for change in policy of procedures.

8. Enforcement / Compliance

GLOW MEDSPA is responsible for;

Ensuring appropriate action is taken to resolve individual complaints;
Acting on recommendations for improvement arising from complaints;
Ensuring there is meaningful reporting on trends in complaints;
Ensuring compliance and review of the complaint’s management protocol
Notifications to insurers; and
Consultation with professional registration boards, and others where necessary.
Providing the complainant with written feedback detailing the investigation findings.

9. Promoting Feedback

Information is provided about the complaint’s procedure and external complaints bodies that Service users can go to with a complaint, such as Health Improvement Scotland in a variety of ways, including;

Publicity about the service
Our Facebook Page
Information at the time of consultation and when asked will be volunteered
An automated questionnaire will be sent to patients after each appointment

10. Risk Assessment

After receiving a formal complaint, GLOW MEDSPA will review the issues in consultation and decide what action should be taken, consistent with the risk management protocol.

Assessing Resolution Options

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative dispute resolution provider.

GLOW MEDSPA will signpost the complainant to an appropriate external body if;

There is a serious question about the adequacy and safety of a health practitioner;
The complaint raises complex issues that require external expertise.
The complaint cannot be resolved internally to the service user’s satisfaction.

GLOW MEDSPA undertakes to signpost patients to approval by the Chartered Trading Standards Institute (http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm) Alternative Disputes Resolution Service Provider [Citizens Advice] in accordance with The Alternative Disputes Resolution Regulations (2015) and undertakes to co-operate and comply with the recommendations made by Health Improvement Scotland who can be contacted at:

Programme Manager

Independent Healthcare Services

TeamHealthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent

Edinburgh

EH12 9EB

Tel: 0131 623 4342 (10 am-2 pm, Monday to Friday)

Email: his.ihcregulation@nhs.scot

11. Timeframes

On receipt of a complaint GLOW MEDSPA will endeavour to;

Acknowledge complaints in writing or in person within 5 working days.
The acknowledgement provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.
Formal complaints are investigated and resolved within 20 working days.
The Service users will then receive written feedback detailing the investigation findings.
If the complaint is not resolved within 20 working days, the complainant be provided with an update in writing.

12. Records and Privacy

GLOW MEDSPA will maintain a complaints and patient feedback record, with records of informal feedback (Suggestions for improvement and service user feedback forms) and formal complaints. Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint as per data protection laws.

Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
Individual complaints files are kept in a restricted access section of the computer system’s file server.
Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patient’s medical records as part of resolving a complaint are provided with access only if the patient has provided authorisation [in accordance with the confidentiality policy].

13. Open Disclosure and Fairness

Complainants are initially provided with an explanation of what happened by Aesthetics by Ally based on the known facts.

At the conclusion of an inquiry or investigation, the complainant will receive a written copy of all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Service users can make a formal complaint to Healthcare Improvement Scotland at any time by following the procedure detailed at
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Tel: 0131 623 4342 (10 am-2 pm, Monday to Friday)

Email: his.ihcregulation@nhs.scot

http://www.healthcareimprovementscotland.org/our_work/inspecting_and_regulating_care/i ndependent_healthcare/ihc_complaints_procedure.aspx

Complaints Policy

Duty of Candor Policy

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Duty of Candor Report

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