Caring (Person-Centred, Compassionate Approach) Policies
Patient Experience and Engagement Policy
Patient Experience & Engagement Policy
HAUS OF ÄSTHETIK
Caring (Person-Centred, Compassionate Approach)
1. Purpose
HAUS OF ÄSTHETIK is committed to ensuring that patients have a voice in shaping the services they receive. This policy outlines our approach to patient engagement, feedback collection, and continuous service improvement, ensuring that patients are active participants in their care and experience.
This policy aligns with:
• Care Quality Commission (CQC) Regulation 17 – Good Governance
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
• National Institute for Health and Care Excellence (NICE) Guidelines NG86 – Patient & Public Involvement in Healthcare
• Save Face Standards for Patient Feedback & Continuous Improvement
• General Medical Council (GMC) & Nursing & Midwifery Council (NMC) Ethical Guidelines
This policy ensures that patient feedback is actively sought, valued, and used to enhance the quality of care provided.
2. Scope
This policy applies to:
• All clinical and non-clinical staff at HAUS OF ÄSTHETIK.
• All patients receiving treatments and services.
• Agency, temporary, and subcontracted personnel.
• Senior Leadership Team responsible for governance.
3. Legal & Regulatory Requirements
3.1 CQC Regulation 17 – Good Governance
Under this regulation, HAUS OF ÄSTHETIK must:
• Seek, monitor, and act upon patient feedback to improve service quality.
• Ensure that feedback mechanisms are accessible to all patients.
• Review complaints and concerns as part of a structured governance framework.
3.2 NICE Guidelines NG86 – Patient & Public Involvement
• Patients should be engaged in decision-making about their care.
• Feedback should be systematically collected and used to inform service improvement.
• Providers must ensure patients feel empowered to share their experiences.
4. Patient Feedback Mechanisms
HAUS OF ÄSTHETIK actively encourages patients to provide feedback through multiple accessible channels.
4.1 Feedback Channels
• Post-Treatment Surveys – Sent electronically to all patients following their treatment.
• Online Reviews via Trustpilot – Patients will be sent a link to provide feedback on their experience via Trustpilot.
• In-Clinic Feedback Forms – Available at reception for anonymous comments.
• Verbal Feedback – Practitioners are encouraged to ask patients about their experience during follow-up appointments.
• Formal Complaints Process – A structured system to escalate concerns (see Complaints Policy).
• Post-Treatment Surveys – Sent electronically to all patients following their treatment.
• In-Clinic Feedback Forms – Available at reception for anonymous comments.
• Online Reviews – Patients can leave feedback via the clinic’s website and trusted review platforms.
• Verbal Feedback – Practitioners are encouraged to ask patients about their experience during follow-up appointments.
• Formal Complaints Process – A structured system to escalate concerns (see Complaints Policy).
4.2 Patient Engagement Sessions
• Quarterly patient focus groups will be held to discuss service improvements.
• Patients will be invited to participate in co-designing aspects of care delivery.
• Key themes from patient feedback will be presented in governance meetings.
4.3 Addressing Feedback & Closing the Loop
• All feedback will be acknowledged and reviewed.
• Negative feedback on Trustpilot or other online platforms will be followed up online, ensuring concerns are addressed and resolved where possible.
• Recurring themes will be identified, and action plans will be developed.
• Patients who raise concerns will receive responses outlining corrective actions taken.
• Patient Experience, whether good or constructive, will be passed onto the injector.
• Annual Patient Experience Reports will be published to demonstrate improvements made.
• All feedback will be acknowledged and reviewed.
• Recurring themes will be identified, and action plans will be developed.
• Patients who raise concerns will receive responses outlining corrective actions taken.
• Annual Patient Experience Reports will be published to demonstrate improvements made.
5. Patient-Centred Communication & Inclusion
5.1 Ensuring an Inclusive Approach
• Feedback mechanisms must be accessible to all patients, including those with disabilities or language barriers.
• Translation services will be provided where required.
• Staff will receive training on effective patient engagement techniques.
5.2 Transparency & Trust
• Patients have the right to full transparency regarding how their feedback is used.
• Information on how to provide feedback will be clearly displayed in the clinic and on the website.
• Regular updates on service improvements based on patient feedback will be shared.
6. Complaint Handling & Resolution
• Patients who wish to formally raise a concern will be directed to the Complaints Policy.
• All complaints will be investigated confidentially, fairly, and efficiently.
• The governance team will review complaints quarterly to identify trends and areas for improvement.
7. Staff Training & Compliance Monitoring
• Annual Patient Engagement Training is mandatory for all staff.
• Quarterly reviews of patient feedback data will be conducted.
• Action plans for service improvement will be implemented based on patient insights.
8. Review & Continuous Improvement
• This policy will be reviewed annually or following significant feedback trends or complaints.
• Compliance with CQC, Save Face, and NICE standards will be continuously monitored.
• Patient feedback will be central to all service enhancement strategies.
9. Conclusion
• HAUS OF ÄSTHETIK is committed to providing an exceptional patient experience by ensuring patients are heard, valued, and engaged in service development. By aligning with CQC, NICE, and Save Face standards, we create a patient-centred environment that fosters continuous improvement.
• This policy reinforces our commitment to transparency, excellence, and responsiveness to patient needs.