At Skin Essentials,  (“we” or “our”), we are dedicated to providing high-quality healthcare services to our patients. 

We understand that patient concerns and complaints may arise from time to time. 

This Policy outlines the procedure for patients to submit complaints and the process for addressing and resolving these issues.

This policy applies to all patients and individuals who receive services from Dr Imaan Joshi at Skin Essentials. 

Options available

Patients are encouraged to follow these steps to submit a complaint:

 Informal Discussion

• In the first instance, patients are encouraged to address their concerns informally
  
  
• Many issues can be resolved at this stage through open, face to face communication with us initially.

 Next Steps

If you aren’t happy with something that occurs before, during or after your treatment, please let us know what happened. 

We recommend doing this in a brief email, describing what happened and why you are upset. 

You can email us at contact@skinessentials.com.au. 

We will then call you to discuss your concerns or offer you an appointment in person to discuss your concerns especially if they are physical in nature. 

Formal Complaint

If the issue remains unresolved or if you, the patient is uncomfortable discussing the matter informally, you may submit a formal written complaint.

Complaints should be submitted in writing to contact@skinessentials.com.au. 

Process for formal complaints

Upon receiving a formal complaint, we will take the following steps:

1. Acknowledgement: we will acknowledge the complaint in writing, within five working days of receiving the complaint. The acknowledgement will:
   
   a. Confirm receipt of the complaint; and
   
   b. Identify any issues that need to be clarified.

    

2. Investigation: we will thoroughly investigate the complaint. This may involve gathering relevant information and interviewing relevant parties. This may take a week or longer.
   
   

3. Response: After we have concluded the investigation, we will respond in writing to each of the issues raised in the complaint. 
   
   

Where appropriate, we will apologise for what has happened. We may also propose actions that we consider appropriate to resolve the complaint.

Escalation

If you, the patient are not satisfied with the proposed resolution, you have the option of taking the complaint for external review by:

The Australian Health Practitioners Regulatory Agency, which can be contacted on 1300 419 495.

Privacy and Confidentiality

We will handle all complaints with the utmost confidentiality. 

We will only contact third parties who have information relevant to the complaint and will not make any information available to third parties without your consent. 

Wherever possible, patient names and details will be kept confidential throughout any investigation.

A record of all complaints and their resolutions will be documented and maintained inaccordance with the Commonwealth Privacy Act. 

Our Privacy Policy can be found here https://skinessentials.com.au/privacy-policy/

Contact details

If you have any questions or concerns about this Complaints Policy or wish to make a formal complaint, you may do so at contact@skinessentials.com.au and Dr Joshi will be in touch with you within 2 business days.