At Follicle, we are committed to providing safe, effective, and patient-centred care. However, we recognise that there may be occasions when we do not meet your expectations. When this happens, we want to hear from you. Your feedback helps us to improve our services and the experience of all our patients.
Raising a Concern
You can raise a concern with us at any stage of your treatment. In the first instance, we encourage you to speak directly with a member of our team, who will make every effort to resolve the issue promptly and informally.
If your concern cannot be resolved in this way, it can be progressed as a formal complaint. Our team will explain this process clearly and support you in taking the next steps.
You can raise a concern via email: contact@follicle.uk
Our Approach to Complaints
We handle all complaints in a way that is fair, transparent, and in line with UK healthcare standards. This means we will listen carefully to your concerns, ensure they are properly understood, and carry out a thorough and proportionate investigation.
Our aim is not only to resolve individual concerns but also to identify any underlying issues, take appropriate action, and use what we learn to improve our services.
Stage 1: Formal Complaint
Once a formal complaint is received, we will acknowledge it within 72 business hours. At this stage, we will confirm our understanding of the issues you have raised and explain how your complaint will be handled.
We aim to complete our investigation and provide a full written response within 20 working days. If we require further information or if the investigation takes longer than expected, we will keep you informed and explain the reasons for any delay.
Our response will clearly set out our findings, any actions taken, and any changes made as a result of your complaint.
Where a concern relates to patient safety or safeguarding, it will be escalated immediately to the appropriate lead for urgent review and action in line with safeguarding obligations.
Stage 2: Internal Review
If you are not satisfied with our response, you may request a review of your complaint within three months of receiving our Stage 1 outcome.
Your complaint will be reconsidered by a senior member of staff who was not involved in the original investigation. This ensures an independent and impartial review. We will respond with the outcome of this review and explain our final position.
Stage 3: Independent Resolution
If your complaint remains unresolved after the internal review, you may request referral to MEDSU for independent consideration.
MEDSU provides an impartial review and will make a determination based on the information available.
Our Commitment to You
We treat all complaints seriously and in confidence. Raising a concern will not affect the care you receive from us. We are committed to handling complaints in a way that is respectful, responsive, and focused on achieving a fair outcome.
