Eterno Plastic Surgery
Raising your concerns
We strive to give good service at all times, but if anything goes wrong we would like to hear your feedback and have the chance to put things right. If you have a concern about the service you have received from Mr Fulvio Urso-Baiarda or any member of the staff of Eterno Plastic Surgery, this policy lets you know how to get in touch and how we will handle it.
If you are complaining on behalf of someone else, please be aware that we adhere to strict rules of medical confidentiality. We will therefore need the patient’s signed consent to allow us to discuss their case with any other party before being able to take things forward.
Ideally you should raise your concerns as soon as you are aware of a problem, preferably within 6 months of discovering an issue. This will enable us to gather all the information whilst still fresh.
Our aim is to resolve any problems easily and quickly when they may arise. If this cannot be achieved and you wish to make a complaint, please do so in writing as soon as possible, to:
Eterno Plastic Surgery, Suite 213
24-28 St Leonard’s Road Windsor
We will acknowledge your complaint within one week of receipt and aim to have looked into this matter within three weeks. If our investigation of your complaint is
likely to take longer then we will inform you of this. Having investigated your concerns we will offer you a response, which may include a meeting with those involved. As part of the process of examining your concerns, we will try to identify what went wrong and explain how we intend to stop it from happening again, always aiming to improving the service we offer all our patients in the future.
If we cannot resolve your complaint
We hope you will use our Complaints Process so that we may constructively improve our service and satisfy your concerns. However if we fail to resolve your issue you have the right to approach the Ombudsman via www.ombudsman.org.uk
The Eterno Team