Complaints Handling

Code of Practice

At Coastal Private GP and Aesthetics, we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.  When our patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make, and we respond to concerns raised by our patients in a caring and sensitive way.

The person responsible for dealing with any complaint about the service which we provide is Dr. Hayley Jane Cousins, who can be contacted as detailed below:

Coastal Private GP and Aesthetics

48 Warsash Road, Warsash, Southampton, Hampshire, SO31 9JA

Tel: 01489 347095

You can complain in the way that best suits you. This can be face to face, on the telephone, in a letter or by email. You should try to provide details of

  • How or what you are complaining about.
  • Where and when the event that caused your complaint happened: and
  • If possible, what you would like to be done to address your complaint.
  • If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • If we receive a complaint in writing the letter will be passed on immediately to who will send out an acknowledgement of receipt letter.

We appreciate our patients taking the opportunity to speak with us first to enable us to identify what went wrong and work with you to find solutions to problems.

We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.

The person investigating the complaint will ensure that it is handled in a way to ensure that it is resolved without undue delay. For complaints that may be straightforward and easier to resolve, we aim to respond with our findings and recommended actions within 10 working days. However, if the nature of the complaint is slightly more complex, complainants should ordinarily receive a written response within 20 working days from the date of receipt. It is important that the right balance is struck between a timely response and one that is informed by comprehensive local action, as this will provide the best response to the complainant and the best opportunities for learning within the business.

If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reason for the delay and a likely period within which the investigation will be completed.

We will confirm the decision about the complaint in writing immediately after completing our investigation.

Proper and comprehensive records are kept of any complaint received.

What if I am still unhappy?

If you are still unhappy after going through the formal complaints system you can contact the Parliamentary and Health Service Ombudsman. They will not investigate unless your medical professional has had the chance to put things right. They cannot investigate while a complaint is open to legal action.

For more information visit or call the helpline on 0345 015 4033.

to the Local Government and Social Care Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.

The ombudsman details are available at

If you remain unhappy with the response to your complaint you can refer the matter to the Parliamentary and Health Service Ombudsman by calling 0345 015 4033. The ombudsman works independently of the government and the NHS.

Care Quality Commission

The CQC cannot get involved in individual complaints about providers but are happy to receive information about our services at any time.

You can contact the CQC at:

Care Quality Commission,
National Correspondence,
Citygate, Gallowgate,

Newcastle upon Tyne, NE1 4PA,

Tel: 03000616161,

Fax: 03000 616171

Coastal Private GP and Aesthetics regards all forms of feedback as an opportunity to improve the levels of care offered to patients. Coastal Private GP and Aesthetics operates within the ‘just culture’ framework. This means that employees are not apportioned unconstructive guilt or blame for genuine mistakes, but that they always remain accountable for deliberate policy deviations. The culture within Coastal Private GP and Aesthetics is a supportive one. Where areas of learning are identified following the receipt of feedback, these will be addressed.

In order to ensure that the rest of the business is equally able to learn from feedback received, details of the lessons learned will be shared across the business. Dr. Hayley Jane Cousins will then be responsible for discussing the most appropriate method of sharing proposed service improvements with the Team.