Managing disputes and complaints
TYCT Standard 7 - Help for TYCT members in resolving disputes
The TYCT Standards for Injectable cosmetic treatments Standard 7 requires that "Patients are assured that an appropriate complaints process is in place."
The EU (Alternative Disputes Resolution for consumer disputes) Regulations 2017 took effect 1 April 2017
Every public-facing business is required to show a written complaints policy that provides for a fair and impartial resolution procedure that can be brought into play if the provider and the consumer cannot reach agreement.
For many businesses, possibly including yours, this is a new requirement. It applies to all who provide healthcare and cosmetic services.
TYCT registration includes the right to refer complaints down TYCT's Alternative Disputes resolution route that will generally result in an acceptable outcome more quickly, effectively, and at very modest cost. It is appropriate in all cases, and is vey useful when legal action may be threatened. There is no need to do anything except add the following to your existing complaints policy which you show to patients:
We set out on a complaints management flowchart how to use this service, which is compliant with EU (Alternative Disputes Resolution for consumer disputes) Regulations 2017.
For the clinic with one or two practitioners, the service is included within TYCT membership fee. For Clinic Organisations, CEDR will charge a membership fee of £120.00 pa. Each dispute handled by CEDR will cost £500.00.
- Download the Treatments You Can Trust Complaints Management Flow Chart (PDF)
Complaints and Concerns about TYCT
TYCT expects that, if anyone has a complaint or concern about TYCT actions, this will first be put to TYCT for local resolution. If a complaint against actions by TYCT cannot be settled between the parties, TYCT will, with the agreement of the complainant, refer the matter to the independent Centre for Effective Dispute Resolution (CEDR) for mediation.
Failing such agreement or if mediation does not result in agreement, then a complaint may be made to the Professional Standards Authority (PSA). PSA states that "if you are unhappy with the way that TYCT handled your complaint or another part of its role and think it does not meet our standards you can Contact Us".
Note: PSA do not consider complaints about individuals on the TYCT Accredited Register, as PSA expect TYCT to handle these concerns.
What is mediation?
Mediation is an informal process for settling disputes through direct negotiations. A trained mediator contacts the parties directly, usually by telephone, to attempt to facilitate mutually acceptable resolution to the complaint. Any settlement reached through mediation will become binding as a contractual agreement.
Who are the mediators?
The mediators have all been trained and accredited under CEDR Mediator skills training course to be professional mediators. Accreditation requires a minimum of 70 hours training including five days of comprehensive tuition and participation in effective dispute resolution where participants are trained in the skills needed for effective mediation of disputes. CEDR Accreditation is internationally recognised as the world standard of excellence with over 10,000 professionals trained in 60 countries over the last 25 years.