At Dr Emma Medispa, we are committed to providing the highest standard of care and service to every patient.

We value all feedback and welcome the opportunity to address any concerns you may have. If something has not met your expectations, we encourage you to let us know so that we can investigate your concerns, respond appropriately and use your feedback to help improve our service.

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HOW TO MAKE A COMPLAINT
If you have a concern or would like to make a formal complaint about your experience, treatment or care at Dr Emma Medispa, please contact us:

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Email: info@dremmagoulding.co.uk
Telephone: 07388 650607

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When contacting us, it is helpful to provide:

• Your full name

• The date of your appointment or treatment

• Details of your concern

• Any relevant photographs, where appropriate

• Any other information you feel may help us understand your concerns

If you are making a complaint on behalf of another person, we may require their consent before discussing their care with you.

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WHAT HAPPENS NEXT
We will aim to acknowledge your complaint within 24 hours during our normal working days and let you know what will happen next.

Your complaint will be reviewed by an appropriate senior member of the Dr Emma Medispa team. Where appropriate, this will include Dr Emma Goulding as Medical Director.

We may need to contact you for further information or invite you to attend the clinic for a review if this would help us properly understand and investigate your concerns.

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INVESTIGATION AND RESPONSE
We aim to investigate complaints fairly, thoroughly and without unnecessary delay.

Where possible, we will provide a full response within 14 days.

If a complaint is more complex and requires additional investigation, we will let you know and keep you updated on our progress, including when you can expect to receive a response.

Our response will explain the outcome of our investigation and, where appropriate, any actions we have taken or changes we intend to make as a result of your feedback.

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IF YOU ARE UNHAPPY WITH OUR RESPONSE
If you are not satisfied with the outcome of your complaint, please let us know. We will explain whether the matter can be reviewed further and provide information about any appropriate independent route available to you.

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CONFIDENTIALITY AND YOUR CARE
All complaints are treated seriously, fairly and confidentially.

Making a complaint will not adversely affect your future care or treatment at Dr Emma Medispa.

Information relating to complaints will only be shared with those who need it in order to investigate, respond to or manage the concern appropriately, unless disclosure is otherwise required by law or for patient safety.

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URGENT TREATMENT CONCERNS
If you believe you may be experiencing a complication or adverse reaction following treatment, please contact the clinic as soon as possible rather than waiting to submit a formal complaint.

Clinical concerns are prioritised according to urgency so that we can arrange appropriate advice, assessment or treatment.

If you are experiencing a medical emergency, please call 999 or attend your nearest Emergency Department.