Save Face€¦ · improvement areas and take remedial actions. ... comparison in measuring or judging adequacy or quality. ... The standards for code of conduct are:

©Save Face Ltd

Save Face Standards for Non-Surgical Cosmetic Practitioners and Premises

2 ©Save Face Ltd

Introduction

Practitioners who perform non-surgical cosmetic interventions and the premises from which they operate will be assessed against a rigorous set of standards that measure the performance and suitability required to achieve Save Face Accreditation.

The standards will help to drive continuous improvement in the quality of services provided and the suitability of the environments in which the treatments take place, to safeguard the consumer from un-due risk and harm. The Review of the Regulation of Cosmetic Interventions (2012 by Sir Bruce Keogh) clearly sets out the requirement for a rigorous approach to assessment and accreditation of providers of non-surgical cosmetic interventions. The lack of regulation and accountability was highlighted consistently throughout the report and has been widely recognized by key industry stakeholders and professional bodies, their response to which has also confirmed the need for a voluntary assessment and registration scheme.

The standards have been developed by the Save Face Clinical Directors with contributions and approval from an independent Expert Advisory Board. The standards will be reviewed and modified further with time as a commitment to continual improvement and to accommodate changes in professional guidance and best practice.

The standards and system of the Save Face voluntary accreditation for non-surgical cosmetic practitioners and the premises from which they operate aim to:

Help consumers differentiate practitioners and premises that meet the standards from those that do not

Enable consumers to identify the standards of practice they should expect

Enable practitioners to identify best practice standards Credit good work being done by high quality practitioners by providing independent validation that they satisfy standards of quality and best practice

Support accredited providers to identify and maintain best practice standards.

These measures will help to raise the overall standard of the quality, care and environment of non-surgical cosmetic the United Kingdom, thus helping to make a significant and meaningful difference to the consumer.

Scope

The standards defined within this document articulate the minimum requirements applied to non-surgical cosmetic practitioners and premises operators participating in the Save Face voluntary accreditation scheme. Participants are able to demonstrate their commitment to best practice and consumer safety.

Application is only open to non-surgical cosmetic practitioners who are qualified i.e. services provided by doctors, dentists and nurses. Practitioners who deliver non-surgical cosmetic interventions are also bound by standards set by their respective statutory bodies in relation to their practice. The standards relate to professional activities and do not extend to an employer’s legal responsibilities, which are already addressed by existing laws and regulations. However, no practitioner will be accredited if they fail to meet all applicable statutory requirements.

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Save Face Vision and Values

Save Face has been developed to apply agreed standards, accountability, transparency and self-regulation to the non– surgical cosmetic interventions industry, the following principles are at the heart of all development, audit and governance activity:

Transparent

The standards will be in the public domain to ensure that consumers understand the standards that they should expect from both the aesthetic practitioner and the clinical environment.

Impartial

Any practitioner or premises operator will be able to apply for accreditation, from peripatetic/ local practitioners to large multi sited organizations. The fees charged for assessment for accreditation shall be affordable, realistic and proportionate.

Consistent

Standards and minimum requirements will incorporate existing ethical and professional guidance and consensus and are intended to achieve best practice standards throughout the industry.

Objective

Eligibility for the award of accreditation shall be assessed on the basis of the collection and presentation of suitable documentary evidence and on-site audit.

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Accreditation Process

Accreditation will be applicable to both practitioners and premises.

Accreditation will be a voluntary and cyclical process. Accreditation provides independent validation that a practitioners and premises operator/s meets the standards and is considered to be fit for purpose.

Accreditation is not an end point. It drives continuous improvement through on-going assessment against standards to identify improvement areas and take remedial actions.

All practitioners/ premises operators will need to complete the following three stage process to become accredited.

Stage 1 - Registration & Category Selection

Save Face offers 2 categories of Accreditation:

Save Face Approved Premises - To enable consumers to select independently Save Face approved premises that meet the specified standards to enable Save Face accredited practitioners to operate safely, minimizing the risk to the consumer.

Save Face Accredited Practitioner - To enable consumers to identify appropriately qualified and practitioners.

Stage 2- Pre-qualification Process

All practitioners and premises operators seeking accreditation or re-accreditation will have to attest to meeting eligibility criteria for accreditation, providing factual evidence and documentation in relation to qualification, training, indemnification and clinical and safety protocols. The evidence will be submitted online and will be assessed to determine the readiness of the practitioner/ premises operator an on-site assessment visit.

Stage 3 - On-site Assessment

External assessments will be undertaken by a Save Face clinical assessor to visit each practitioner and premises to verify the practice and application of the standards.

Save Face Excellence Status

All practitioners will be given the opportunity to achieve Save Face Excellence accreditation status. ‘Excellence’ status will be awarded to practitioners who can demonstrate excellent consumer feedback of 100 or more positively completed consumer satisfaction surveys. The questionnaires will be sent independently to the consumer through the Save Face online portal following a treatment.

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Definitions

A standard is something considered by an authority or by general consensus as a basis of comparison in measuring or judging adequacy or quality.

In this document standards are expressed as something which non-surgical cosmetic practitioner and premises operators must meet as an overriding duty of principle in order to meet the requirements for accreditation. They provide the basis for evaluating quality of service and will evolve over time.

Each standard can be met in more than one way. For each standard, a number of minimum requirements and examples of suitable evidence are described.

Minimum requirements are intended to be well-defined and easy to understand. They must be met to satisfy the standards. Many of the minimum requirements relate to statutory or professional responsibilities.

Examples of suitable evidence are the records that applicants can use to demonstrate that they meet the standards and the minimum requirements. The examples are indicative and only illustrate the kind of information that can be used. The examples are not intended to be either prescriptive or exhaustive. Practitioners and premises operators may provide what they consider the most convincing evidence they have available for their achievement of each standard and minimum requirement, whether or not it appears among the examples.

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The Standards Framework

The standards for non-surgical cosmetic practitioners and premises operators are grouped into seven domains, as follows:

A. Code of Conduct

B. Practitioners

C. Client Care

D. Data and Quality Management

E. Facilities and Medicines Management

F. Products

G. Management of Complaints and Concerns

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A. CODE OF CONDUCT

The standards for code of conduct are:

Standard A1 All Practitioner(s)/Clinic(s) must conduct its business with integrity

Scope

These standards, minimum requirements and examples of suitable evidence are intended to apply to non-surgical cosmetic practitioners and premises operators to support and evidence their application to become Save Face Accredited.

Not all minimum requirements apply to all Practitioner(s)/Clinic(s).

Where the standard and/or any of the minimum requirements are not applicable, the Practitioner(s)/Clinic(s) must provide a signed declaration to confirm that they are not applicable.

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Standard A1

A Practitioner/Clinic must conduct its business with integrity

Minimum requirements:

The following minimum requirements apply to all Practitioner(s)/Clinic(s):

A1.1 A practitioner/ clinic must only publish information about services which is factual and verifiable and must comply with the current codes of Advertising Standards set out by the Committee of Advertising Practice (CAP) and the Broadcast Committee of Advertising Practice (BCAP) and administered by the Advertising Standards Authority (ASA).

A practitioner/ clinic must also be compliant with the advertising provisions of current Medicines Act and associated regulations

The following additional minimum requirement applies to all non-surgical cosmetic clinics except single-handed practitioners:

A1.2 All clinics must take reasonable steps to ensure that all of its staff are honest and trustworthy and ethical and conform to the ‘company’s’ policies for consultation, consent, aftercare and complaints management.

The following additional minimum requirement applies to a clinic that uses temporary peripatetic practitioners

A1.3 A clinic must maintain systems to check the qualifications of and monitor the standard of work that is outsourced to temporary practitioners

The following additional minimum requirement applies to an Practitioner(s)/Clinic(s) that undertakes research:

A1.4 A Practitioner/ Clinic must only conduct or participate in research compliant with published professional ethical guidance

Examples of suitable evidence:

A1.1 A file containing all information about the service published in leaflets or on a website or in CV’s and used for the purpose of promoting its services with objective data to verify that the information is factual and verifiable

A1.2 A documented procedure for recruitment and selection process that includes obtaining references

As a minimum, a system of self declaration for criminal convictions and any investigations or disciplinary action by an organization responsible for regulating a health care professional, e.g. GMC, NMC, GDC

CRB/DBS check

A1.3 Verification of the Practitioner’s registration with a regulatory body including the; NMC, GDC, GMC

Copies of external training certificates for each treatment that the practitioner will be undertaking as part of his/ her role

A1.4 List of research undertaken AND documentation of the following: ethical approval, company consent and consultation with employees, or the documented rationale why any of these was not necessary

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B. PRACTITIONERS

The standards for practitioners are:

Standard B1 A practitioner must have had training to undertake the treatments they provide and work within their competency

Standard B2 A practitioner must evidence protocols of appropriate supervision and

delegation for non-prescribing nurses

Standard B3 Practitioners must provide evidence of training and protocols for BLS and

anaphylaxis and protocols for pending necrosis

Scope


Not all minimum requirements apply to all practitioners/premises.

Where the standard and/or any of the minimum requirements are not applicable, the practitioners/premises

must provide a signed declaration to confirm that they are not applicable.

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Standard B1

A practitioner must have had training to undertake the treatments they provide and work within their competency.


The following minimum requirements apply to all practitioners

B1.1 Practitioners are registered with the relevant statutory body on the appropriate part(s) of its register(s)

B1.2 Practitioners have the knowledge, skills, qualifications, and training for the treatments they perform

B1.3 Practitioners must evidence continuing professional development and revalidation

B1.4 Practitioners must be familiar with their policies and procedures.


B1.1 Current GMC, NMC, GDC registration for every employed or contracted practitioner

B1.2 Documentary evidence of qualifications and training

B1.3 Evidence of CPD

B1.4 Discussion with appraiser at interview

Standard B2

Clinical supervision


The following minimum requirements apply to all Practitioners/Clinic(s)

B2.1 Non- Prescribing nurses must evidence supervision and accountability of a prescribing practitioner.

B2.2 Evidence of protocols for supervision and delegation to non-prescribing nurses

The following additional minimum requirement applies to all Practitioner(s)/Clinic(s) other than single-handed practitioners:


B2.1

B2.2

Written and transparent protocol for the supervision of and delegation to non-prescribing nurses

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Standard B3

A practitioner/premises must ensure that they and their staff are competent to manage medical

emergencies


The following minimum requirements apply to all Practitioner(s)/Clinic(s)

B3.1 All practitioners must be appropriately trained and regularly update their skills in basic life support

and the treatment of anaphylaxis in line with the latest Resuscitation Council Guidelines.

B3.2 All practitioners and appropriate personnel must be made aware on how to deal with medical

emergencies.

There must be documented procedures in place to make all staff aware of the procedures for

handling a medical emergency including the procedure for transferring a client to A&E.

B3.3 All practitioners must ensure that a resuscitation kit is available and it is maintained in strict

accordance with the guidelines set out by Resuscitation Council [UK].

B3.4 All practitioners/premises must have documented arrangements for identifying and managing potentially serious or life threatening conditions


B3.1 Training records to demonstrate that relevant staff have been trained and receive annual refresher training and that they understand procedure and necessary actions to take when dealing with an emergency including the summoning of medical assistance and an ambulance.

B3.2 Documented policy for the Management of Emergencies must be in place.

Documented evidence should be in place to demonstrate that the policy is communicated upon induction

and a signed declaration for each employee stating that they understand and comply with the policy.

B3.3 Documented evidence to demonstrated that all equipment is checked on a weekly basis and after use

Documented evidence that all employees are aware of its location and how to use it

Training records to show that relevant staff have been trained and understand the requirements of the protocols

B3.4 Documented policy or procedure for identifying and managing serious conditions

Documented referral letters to Client(s) General Practitioner in relation to the condition

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C. CLIENT CARE

The standards for client care are:

Standard C1 A practitioner/premises must be customer focused

Scope

These standards, minimum requirements and examples of suitable evidence are intended to apply to non-surgical cosmetic practitioners and premises operators to support and evidence their application to be-come Save Face Accredited.


Where the standard and/or any of the minimum requirements are not applicable, the practitioner/premises


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Standard C1

A practitioner/premises must be customer focused


The following minimum requirements apply to all Practitioner/Clinic(s):

C1.1

Practitioners must identify and understand clients’ needs and expectations based on a face to face consultation

C1.2

Practitioners must provide clients and potential clients with clear and user-friendly information from the outset about what they can expect from the treatment, including but not limited to: the consultation process, the treatment process, potential alternatives, the risks, complications, side effects and aftercare and must allow the client/potential client sufficient time to decide whether or not to proceed with the treatment

Practitioners must take a full medical history as part of an initial assessment before administering any treatment, the information must be kept with each patient record and must be re-visited prior to any further treatment

C1.3

Practitioners must maintain knowledge and skills related to the treatments they provide

Practitioners must only work within their competence and refer as appropriate.

Practitioners must undertake regular CPD

C1.4

Practitioners must provide written aftercare advice for each treatment and provide appropriate follow up.

C1.5

Practitioners must use formal and informal methods to regularly seek feedback from clients and potential clients that ensure the delivery of services that reflect current evidence based guidelines, national guidelines and Approved Codes of Practice


C1.1

Documented evidence of recent consultation and consent forms.

This minimum requirement will be checked during the Save Face site assessment and will be further assessed and monitored by the consumer questionnaires throughout the period of accreditation

C1.2

Documented evidence of consultation, assessment, treatment records, consent forms and treatment

information leaflets.

This minimum requirement will be checked during the Save Face site assessment and will be

further assessed and monitored by the consumer questionnaires throughout the period of

accreditation

C1.3

Documented evidence of CPD relating to the treatments offered and policy for supervision, peer

support and referral

C1.4

Documented advice sheets and evidence of on-going client communication after a treatment has been administered. T

his minimum requirement will be checked during the Save Face site assessment and will be further assessed and monitored by the consumer questionnaires throughout the period of accreditation

C1.5

Documented evidence of feedback and client comments that are made outside of a formal complaints policy.

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D. DATA AND QUALITY MANAGEMENT

The standards for information governance are:

Standard D1 A practitioner/Clinic must medical records in accordance with professional standards.

Standard D2 A Practitioner/Clinic must implement and comply with systems to protect confidentiality

Standard D3 A Practitioner/ Clinic must have documented evidence to demonstrate that quality and governance policies and procedures are in place to protect the client from unnecessary risk or harm.

Scope



Where the standard and/or any of the minimum requirements are not applicable, the practitioners/premises


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Standard D1

A Practitioner/Clinic must maintain adequate clinical records


The following minimum requirements apply to all Practitioner/Clinic(s):

D1.1 A Practitioner/Clinic must ensure that clinical records, wherever held, are maintained to standards which meet legal and regulatory compliance and professional practice recommendations.

D1.2 A Practitioner/Clinic must ensure there are clearly defined arrangements for the management of data held on computer or online, compliant with The Data Protection Act 1998

A system and process for authorization for loading programmes where a computer is used must be in place


D1.1

D1.2

Documented policy or procedure to describe how client records, photographs and other personal

data as defined by The Data Protection Act 1998 is stored securely and how it is protected from use

or access by unauthorized persons, damage or loss. It should also include the length of time client

records are held.

These minimum requirements will be verified during the Save Face site assessment.

Standard D2

A Practitioner/Clinic must implement and comply with systems to protect confidentiality



D2.1 A Practitioner/Clinic must ensure that they and their staff understand their responsibility to protect confidentiality in compliance with The Data Protection Act 1998, The Freedom of information Act 2000, and The Human Rights Act 2005

D2.2 A Practitioner/Clinic must ensure that paper clinical records, wherever held or transported, are accessed, stored and disposed of safely and securely

D2.3 A Practitioner/Clinic must ensure there is an effective policy to control access to computerized data and to prevent unauthorized access at all times


D2.1 For single handed Practitioners:

A documented confidentiality/privacy policy

For Clinic Operators that employ more than one practitioner:

A documented confidentiality/privacy policy and documented checks confirming the understanding of the policy

D2.2 All Practitioners/ premises operators must ensure that clinical records are kept in lockable rooms or cabinets and there is a signed declaration that only authorized staff have access to the keys

D2.3 Data Protection Policy

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Standard D3

A Practitioner/ Clinic must have documented evidence to demonstrate that quality and governance policies and procedures are in place to protect the client from unnecessary risk or harm.



D3.1 The policies and procedures listed in D3.1—D3.4 must be in place to safeguard both the Practitioner/ Clinic and the client, the policies must be signed, dated and reviewed periodically

D3.2 A Practitioner/Clinic must have a documented policy or procedure for obtaining consent and consulting with clients and prospective clients

D3.3 A Practitioner/Clinic must have a documented policy or procedure for infection control and the management of blood borne viruses and should provide advice and guidance to employees on the use of personal protective equipment (PPE) such as gloves, aprons and masks

D3.4 All Practitioner(s)/Clinic(s) must have a documented policy and procedure for demonstrating commitment to quality and continuous improvement which should include the delivery of client, employee, statutory and legislative requirements


D3.1 Documented evidence of all relevant policies and procedures with supporting evidence that all relevant employees are familiar with and adhere to all policies, This should be in the form of induction plans and training records

D3.2 Documented evidence of the policy with supporting evidence that all relevant employees are familiar with and adhere to all policies, This should be in the form of induction plans and training records

Signed consent forms will be checked and verified during the Save Face site assessment


Evidence of the use and availability of PPE will be checked and verified during the Save Face site assessment


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E. FACILITIES, EQUIPMENT AND MEDICINES MANAGEMENT

The standards for non-surgical cosmetic interventions facilities and equipment are:

Standard E1 A Practitioner/Clinic must conduct its business in facilities that are safe, accessible and appropriate for the services provided

Standard E2 A Practitioner/Clinic must ensure that medical equipment is safe and appropriate for the services provided

Standard E3 A Practitioner/Clinic must ensure that any medicines are handled appropriately

Scope



Where the standard and/or any of the minimum requirements are not applicable, the Practitioner(s)/Clinic

(s) must provide a signed declaration to confirm that they are not applicable.

Standard E1 is intended to apply to all facilities that are used by Practitioner(s)/Clinic(s) that are seeking accreditation, including the facilities that are used on an ad-hoc basis for peripatetic Practitioner(s).

Where the Practitioner is a contractor or a freelance peripatetic Practitioner and the premises are provided by the clinic or premises operator, both parties should work together to ensure that the facilities meet these standards.

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Standard E1

A Practitioner/Clinic must conduct its business in facilities that are safe, accessible and appropriate for the services provided


The following minimum requirements apply to Practitioner(s)/Clinic(s) that provide clinical facilities:

E1.1 A Practitioner/Clinic must implement and monitor systems to ensure the general health and safety of service users, staff and others in accordance with the Health and Safety at Work Act 1974 and the Control of Substances Hazardous to Health Regulations 2002

E1.2 A Practitioner/Clinic must take all reasonable steps to ensure that services are delivered in facilities that facilitate access by persons with a disability in accordance with the Disability Discrimination Act 2005

E1.3 A Practitioner/Clinic must take all reasonable steps to ensure that the facilities are suitable with respect to design, layout and service users rights to privacy and dignity

E1.4 A Practitioner/Clinic must ensure that the facilities provided for service users are well maintained

E1.5 The Practitioner/Clinic(s) must demonstrate and evidence appropriate infection control measures


E1.1 Documented risk assessment identifying risks, hazards and control measures

Documented COSHH assessments

Documented Health and Safety Policy (only applicable to Practitioners/ Clinics who employ more than 5 people)

Documented plan to deal with any emergency

E1.2 Save Face site inspection records the Practitioner(s)/Clinic(s) facilities for disabled people


E1.3

Records of inspection shows that consulting rooms provide privacy, i.e. doors and walls are adequately soundproof and people are unable to see in through windows

Questionnaire surveys show satisfaction regarding privacy


E1.4 This minimum requirement will be checked during the Save Face site assessment and will be further assessed and monitored by the consumer questionnaires throughout the period of accreditation

E1.5 Save Face site inspection confirms that the facilities have appropriate infection control measures, compliant with policies, in examination and treatment rooms

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Standard E2

A Practitioner/Clinic must ensure that medical equipment is safe and appropriate for the services provided


The following minimum requirements apply to all Practitioner(s)/Clinic(s) making use of medical equipment:

E2.1 A Practitioner/Clinic must provide medical equipment appropriate to the services provided

E2.2 A Practitioner/Clinic must have systems in place to ensure regular inspection, calibration, maintenance and replacement of medical equipment to ensure that it is safe to use

The following additional minimum requirements apply to all Practitioner(s)/Clinic(s) which provide

injectable treatments:

E2.3 A Practitioner/Clinic must ensure that dedicated medicines refrigerators are provided and maintained


E2.1 A list of the services provided and the equipment/devices and medicines used, along with manufacturers information sheets

E2.2 Protocols to ensure regular inspection, calibration and maintenance and replacement of medical equipment that has a designated owner responsible for maintaining the protocol and documented evidence of adherence to the protocol

Records of inspection and calibration of medical equipment

Maintenance contracts and certificates for medical equipment

E2.3 The medicines refrigerator is lockable or in a locked room, has a minimum/ maximum thermometer and is connected to a designated electricity outlet and there are records of daily temperature readings

A suitable and sufficient procedure for maintaining the cold chain for stored medicines and documented checks of adherence to the procedure

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Standard E3

A Practitioner/Clinic must ensure that any medicines are handled appropriately in accordance with

the Medicines Act 1968


The following minimum requirements apply to any Practitioner(s)/Clinic(s) which stores or dispenses medicines:

E3.1 A Practitioner/Clinic must ensure that a appropriate framework for medicines management is followed

The following additional minimum requirements apply to all Practitioner(s)/Clinic(s) which provide

injectable treatments:

E3.2 A Practitioner/Clinic must ensure that staff who advise on or administer injectable treatments are clinically competent

E3.3 A Practitioner/Clinic must ensure that emergency treatment is always immediately available for anaphylactic reactions whenever a treatment is being administered

E3.4 A Practitioner/Clinic must ensure that staff have policies in place to ensure compliance with legislation and professional standards for storing, prescribing, handling, administering and disposing of medicines and sharps

E3.5 A written prescription or patient specific direction must be produced for all prescription only medicines. The prescription/patient specific direction must be signed and dated by the registered prescriber prior to the medication being administered.


E3.1 Policy and procedures for medicines management which addresses: supply of medicines, safe custody, storage administration, disposal, and consent

Paper or electronic audit trail of ordering, receipt, supply, administration and disposal of medicines.

Audit of practice.

E3.2 Evidence of training for all practitioners for all treatments they administer.

Medicines Management Policy

E3.3 A list of equipment and medicines available to treat anaphylaxis.

E3.4 Medicines Management Policy

A documented audit trail of all medicines or medical devices administered by injection to

patients (eg,procedure log book).

E3.5 Evidence of qualification to prescribe or a signed declaration from the Practitioner’s registered prescriber to detail: their name and registration number with a professional regulatory body and evidence of training specific to the treatments prescribed.

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F. PRODUCTS

The standards for procuring and using products are:

Standard

F1

A practitioner must only use licensed, approved and recognized products that have

been legitimately sourced via product manufacturers and official pharmaceutical out-

lets

Scope

These standards, minimum requirements and examples of suitable evidence are intended to apply to non-surgical cosmetic practitioners and premises operators to support and evidence their application to be-come Save Face Accredited.

Not all minimum requirements apply to all Practitioners(s)/Clinic(s).



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Standard F

A Practitioner must only use products that have necessary regulatory approvals and/or evidence base and have been legitimately sourced via product manufacturers and licensed pharmacies


The following minimum requirements apply to all Practitioners(s)/Clinic(s):

F1.1

A Practitioner/Clinic must only use products that , have necessary regulatory approvals (CE mark or medicines license) and/or evidence base.

F1.2

A Practitioners/Clinic must provide evidence of how each product is sourced

F1.3

A Practitioner/Clinic must provide clients and potential clients with clear and user-friendly infor-mation about what products they are using, why they are using them and whether alternatives are available


F1.1 Documented evidence of products that they use for each treatment

F1.2 Documented evidence of orders from licensed pharmacies and product manufacturers, including

the prescriber

F1.3 Documented evidence of information provided to clients and prospective client in relation to

each treatment, to include information leaflets, consultation and consent forms and aftercare

advice sheets.

This minimum requirement will be checked during the Save Face site assessment and will be

further assessed and monitored by the consumer questionnaires throughout the period of ac-

creditation

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G. MANAGEMENT OF COMPLAINTS

The standards for complaints management are:

Standard G1 A Practitioner/Clinic must have a documented policy for the investigation and management of complaints and concerns

Scope





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Standard G1

A Practitioner/Clinic must have a documented policy for the investigation and management of complaints and concerns


The following minimum requirements apply to all Practitioner(s)/Clinic(s)

G1.1 All Practitioner(s)/Clinic(s) must have a documented policy and procedure for investigating and managing complaints about any part of the service/ treatment/ facility. The policy must stipulate how to make a complaint, who will be responsible for investigating the complaint and the timeframes for responding.

G1.2 A Practitioner/Clinic must keep a centralized register of all complaints and must take reasonable steps to ensure that there are protocols in place to improve quality based on the complaints made

G1.3 A Practitioner/Clinic must ensure that information is readily available to Clients to advise them on how to make a complaint or raise a concern

G1.4 All staff should be aware of the complaints policy


G1.1 Documented complaints policy must be provided.

Documented evidence must be provided to demonstrate complaint resolution in accordance with

their policy.

G1.2 Documented evidence of all complaints received during a 12 month period (where applicable) to

demonstrate the nature of the complaint, the person responsible for investigating the complaint,

the action taken, date of resolution or referral when appropriate.

Documented or demonstrable improvement plans that relate to the complaints made.

G1.3

Complaints policy available, advising clients how to make a complaint/ raise a concern.

Staff will be asked about the complaints policy.

G1.4 Staff will be asked about the complaints policy at during the site assessment

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H. RELATIONSHIPS WITH EMPLOYEES AND COLLEAGUES

The standards for relationships with purchasers are:

Standard H1

A Practitioner/Clinic must respect and involve workers

Scope



Where the standard and/or any of the minimum requirements are not applicable, the Practitioner(s)/Clinic(s) must provide a signed declaration to confirm that they are not applicable.

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Standard H1

A Practitioner/Clinic must respect and involve workers



H1.1 A Practitioner/Clinic must use formal and informal methods to regularly seek information and feedback from workers and/or their representatives


H1.1 Worker feedback, customer satisfaction surveys from workers or focus groups.

A folder containing relevant e-mails and other informal feedback.

A complaints procedure which defines the circumstances in which workers may make a complaint, to whom workers should complain, and how complaints will be managed.

A comprehensive paper or electronic audit trail of all complaints received, the investigations performed, responses to workers, and any remedial measures.

Documents

Save Face€¦ · improvement areas and take remedial actions. ... comparison in measuring or judging adequacy or quality. ... The standards for code of conduct are: