Online · Business and clinic
Managing Complaints
A complaints process that protects the client, the practitioner and the clinic, and turns most complaints into loyalty.
Offered through The Clinic Standard
This course is clinic-owner and business education, which the Group delivers through The Clinic Standard. The Academy teaches the clinical and practitioner side; The Clinic Standard teaches you to run the clinic.
About this course
Complaints will happen. This course covers a written complaints process, first response and de-escalation, investigation, involving insurers at the right moment, written responses, refunds and goodwill, learning from complaints and the records to keep. It includes the difference between a complaint and a claim, and when to stop handling it yourself.
Who it is for: Clinic owners, managers and practitioners.
What you will be able to do
- Operate a written complaints process.
- Respond to a complaint promptly and without escalation.
- Investigate fairly and document the outcome.
- Know when to involve the insurer.
- Learn from complaints and close the loop.
Course content
1.The process
- A written complaints process
- First response and de-escalation · knowledge check
2.Resolution
- Investigation, insurers and written responses
- Goodwill, learning and records · knowledge check
3.Final assessment
Pass mark 75%. Academy certificate on passing with every lesson complete.
The Beauty Aesthetics Academy is an Approved Provider with The CPD Group (#779331). Provider status is separate from the accreditation of an individual course; this course: cpd accreditation planned.
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