Complaints, Concerns and Feedback​
At Sarah Hartfree Medical, we are committed to providing safe, ethical, and high-quality medical aesthetic care. We recognise that concerns or complaints may arise and we welcome feedback as an important part of improving patient safety, consent, and overall standards of care.
We operate an effective, accessible complaints system in line with Care Quality Commission (CQC) Regulation 16 – Receiving and Acting on Complaints.
​
How to make a complaint:
​You can raise a complaint or concern at any time by:
​
Email:
​
Telephone:
07894725452
​
In writing:
Old Laundry,
Bridge Street,
Southwick
PO17 6DZ
​
In person: to any member of our team
​
Complaints may be made verbally or in writing and can be submitted by:
​
The patient
Someone acting on the patient’s behalf (with consent)
Another relevant stakeholder
If you wish to remain anonymous, your complaint will still be reviewed and handled as far as possible.
​
What happens when we receive a complaint:
​All complaints are acknowledged, whether raised verbally or in writing.
Your complaint will be reviewed and investigated by Sarah Hartfree, Clinic Owner and Clinical Lead.
We will assess the level of investigation required and take immediate action where necessary.
A full written response is normally provided within 20 working days.
​
Our response will include:
​A summary of the concerns raised, Findings of the investigation, Any actions taken or planned, An apology where appropriate
Where failures are identified, necessary and proportionate action is taken without delay to prevent recurrence.
​
Our commitment to fairness and confidentiality:
​Making a complaint will not affect your current or future care.
Complaints are handled confidentially, with consent and data protection respected at all times.
No patient will be discriminated against or treated unfairly for raising a concern.
​
Support with making a complaint:
​
We aim to make our complaints process accessible to everyone.
Support is available if you need help raising a complaint, including: Clear explanations of the process or Adjustments to communication where required, please let us know if you need assistance.
​
Learning and improvement:
​All complaints are:
Recorded and reviewed
Investigated without unnecessary delay
Monitored for trends or areas of risk
Used to improve clinical practice, consent processes, and patient experience
We regularly review our complaints handling process to ensure it remains fair, effective, and accessible.
​
If you are not satisfied with our response:
​If you are unhappy with how your complaint has been handled, you may request a further review.
You may also share your experience with the Care Quality Commission (CQC).
The CQC does not investigate individual complaints but uses information to help monitor and regulate health and social care services in England.
Regulatory transparency
​
In line with Regulation 16, Sarah Hartfree Medical maintains a full record of:
​
Complaints received
Investigations undertaken
Responses provided
Actions and learning outcomes
​
We will provide a summary of complaints and related correspondence to the CQC within 28 days if requested.