We want to know when we get things right — and when we do not.
DH Medical aims to provide professional, respectful and considered care.
Feedback helps us understand the client experience and identify where something could be improved.
We welcome both positive feedback and concerns.
Raising a concern will not affect the professional way in which you are treated.
TALK TO US
Most concerns are best addressed early.
If something has not met your expectations, we encourage you to contact us as soon as possible.
This may relate to:
- An appointment
- Communication
- Booking
- Customer service
- Treatment experience
- Aftercare
- Practitioner interaction
- Billing
- Facilities
- Any other aspect of your experience
Our telephone number and email address are displayed in the footer of the DH Medical website.
TREATMENT CONCERNS
If your concern relates to how your skin has responded following treatment, please contact us promptly rather than waiting to raise a formal complaint.
Some temporary skin responses can be expected following professional procedures.
Others may require further assessment.
Providing clear information and, where appropriate, photographs can help us understand what is happening and advise on the next step.
Where necessary, we may ask you to attend a review appointment.
HOW TO MAKE A FORMAL COMPLAINT
If you would like your concern to be treated as a formal complaint, please contact DH Medical in writing using the email address shown in our website footer.
Please include:
- Your full name
- Your contact details
- The date of the relevant appointment
- The treatment or service involved
- The practitioner, if known
- A clear description of your concern
- Any supporting information
- What you would like us to consider as a resolution
Providing this information helps us investigate efficiently.
ACKNOWLEDGEMENT
We aim to acknowledge formal written complaints promptly.
Where a full response cannot be provided immediately, we will aim to confirm that the matter is being reviewed and provide an indication of the next stage.
More complex complaints may require additional time where we need to speak with practitioners, review appointment information or obtain further details.
REVIEWING YOUR CONCERN
Depending on the nature of the complaint, our review may include:
- Reviewing booking information
- Reviewing consultation or treatment records
- Speaking with the practitioner involved
- Reviewing photographs or other supporting information
- Asking you for additional detail
- Inviting you to a review appointment where appropriate
We aim to consider concerns fairly and in context.
OUR RESPONSE
Once the relevant information has been reviewed, we will provide a response explaining our findings and, where appropriate, any next steps.
A resolution may vary depending on the circumstances.
This could include:
- Further explanation
- A review appointment
- Additional aftercare guidance
- Corrective administrative action
- An apology
- Another appropriate resolution
Not every complaint will result in the outcome originally requested, but every genuine concern should be considered properly.
PROFESSIONAL TREATMENT & EXPECTATIONS
A treatment not achieving a client’s hoped-for result does not automatically mean that it was performed incorrectly.
Professional skin treatments produce variable outcomes and some concerns require several treatments or a longer period of time before improvement can reasonably be assessed.
Where relevant, we will consider:
- The expected outcome of the treatment
- Information provided before treatment
- The client’s individual response
- Aftercare
- Treatment history
- Whether additional sessions were expected to be required
- Any unexpected reaction
Clear expectations are an important part of The DH Standard.
CONFIDENTIALITY
Complaints and feedback will be handled with appropriate discretion.
Information will be shared internally only where reasonably necessary to understand and respond to the matter or where otherwise required.
LEARNING FROM FEEDBACK
Feedback should improve the practice.
Where a concern identifies an opportunity to improve, we may review:
- Procedures
- Client communication
- Treatment information
- Booking processes
- Aftercare guidance
- Practitioner training
- Internal systems
The objective is not simply to close a complaint.
It is to learn from it where appropriate.
POSITIVE FEEDBACK
We also welcome feedback when you have had a particularly positive experience.
Professional practice is built by people, and recognising excellent practitioner or team performance is equally valuable.
RESPECTFUL COMMUNICATION
We will aim to communicate professionally throughout any complaint or concern.
We ask that clients do the same.
Threatening, abusive, discriminatory or harassing behaviour towards practitioners or team members will not be accepted.
A complaint can be robust and still remain respectful.
CONTACTING DH MEDICAL
Full telephone and email details are available in the website footer.
For correspondence relating to the practice, our Liverpool address is:
DH Medical
40 Rodney Street
Liverpool
L1 9AA
THE DH STANDARD
Professional care includes being prepared to listen when something has not gone as expected.
Our commitment is straightforward:
listen carefully, review fairly and respond professionally.
Understand the skin first.