The Plastic Surgery Group was founded in 2016 by company founders Mr Dan Marsh and Mr Mo Akhavani. Clinic staff provide a warm and friendly environment where patient's confidentiality and dignity are respected. The Plastic Surgery Group recognises that standards of healthcare can always be improved and as such have developed an ethos of continuous improvement within our governance framework. The Plastic Surgery Group's standards of care are audited both externally and internally.
The person responsible for each clinic is the Medical Director and Clinic Manager who can be contacted at the clinic.
The Plastic Surgery Group's aim is to provide the best possible services and care. All staff undertake a thorough induction prior to undergoing detailed training and have a full annual review and regular periodic reviews.
Please note: The Plastic Surgery Group asks that children are not brought into the clinic for health and safety reasons. If this is unavoidable, please ensure there is a parent or guardian is available to supervise the child at all times. The Plastic Surgery Group accepts no responsibility for children on the premises.
The services we provide:
The Plastic Surgery Group provides non-surgical treatments and cosmetic surgery for patients aged 18 and over. Non surgical treatments are offered in the clinic and these are administered by Nurses and General Practitioners, all of whom have undergone extensive training.
Non surgical:
Botox
Dermal fillers
Morpheus 8
Hydra facial
Polynucleotides
Skin Boosters
Cosmetic surgical procedures are provided in the hospitals by suitably qualified and indemnified Surgeons who comply with the General Medical Council's Good Medical Practice and are specifically trained in the procedures they offer.
Initial consultation
Patient's first contact with the clinic will be with the patient care coordinator, who will organise a consultation with a medical professional. During this phone consultation the patient will be asked to complete a short medical questionnaire. This will allow the patient care coordinator to determine which procedures are the most suitable for the patient.
The medical professional will also advise of the risks and benefits and will provide the patient with further information in the form of an information guide relevant to the specific treatment or procedure. The patient care coordinator and clinic manager will be the personal contact throughout and be available to answer any questions the patient may have.
Surgeon's CV's and photographs of before and after results will be made available to the patient prior to the meeting with the Surgeon. With patient consent, prior to and after their procedure, the Surgeon and/or Nurse may wish to take relevant photographs to be stored confidentially within the patient's medical records.
Meeting the Surgeon
At the consultation with the Surgeon the patient will have the opportunity to discuss the intended procedure so that the Surgeon can ascertain expectations realistically as to what can actually be achieved. At this time the risks and benefits ofthe procedures will be discussed.
The Surgeon will wish to discuss all aspects of the patient's medical and family history in detail and may arrange pre-operative investigation/tests. It may be necessary for the patient to have an examination. A relative or friend may accompany patients to the consultation. A chaperone will be provided; however should the patient wish to see someone of the same sex, or have someone of the same sex accompanying them to the consultation or treatment, this can be arranged.
The Surgeon who does the consultation will be the Surgeon who will carry out the procedure.
The Plastic Surgery Group's relationship with the Surgeon is one of partnership, working together to ensure care is of a high standard. The Plastic Surgery Group's Medical Director and the TPSG Board provide medical advice to the clinic staff. The TPSG Board is chaired by the Medical Director and comprised of the independent Surgeons who are associated with The Plastic Surgery Group. The TPSG Board regularly audits Surgeons' operations and their outcomes.
Independent cosmetic Surgeon's with practising privileges who work in the clinics and associated hospitals, are registered with The General Medical Council (GMC) in the UK and hold professional indemnity insurance and are personally accountable for their professional practice. The scope of cosmetic procedures offered by the Surgeon reflects their experience and training in aesthetic cosmetic surgery for example, Fellow of the Royal College of Surgeons (FRCS) or the European equivalent (MD or PhD or CCST).
During the consultation with the Surgeon the patient will be provided with a quotation for the procedure/treatment discussed. All costs can be made available to the patient on request, as The Plastic Surgery Group aims for the patient to be fully informed of all costs before making a decision and any promotional offers will be discussed with the patient. All the terms and conditions associated with payment will be included with the quotation and a copy will be emailed to the patient and payment options will be discussed. A patient information guide will be provided via email after this appointment which will contain detailed information ofthe chosen procedure and aftercare.
A list of all surgeons with details of GMC numbers and specialist registration is available at each clinic. The contact details of the GMC are as follows:
GMC: 0845 3578001
www.gmc-uk.co.ukPayment Methods
The Plastic Surgery Group accepts payment in the following forms:
Bank transfer
Debit card
Credit card
Confidentiality and Privacy
The confidentiality of patient's information is of paramount importance and The Plastic Surgery Group comply fully with data protection legislation and medical confidentiality guidelines. The Plastic Surgery Group does not make the names and addresses of patients or enquirers available to other organisations. Each time the patient attends the clinic they will be consulted/treated in a private room or treatment area. A chaperone is always available for any intimate examination.
Under data protection legislation patients have a right to access any records held by The Plastic Surgery Group. If a patient or patient representative wishes to have copies, written consent must be obtained from the patient before a copy can be made. Payment is required for the administrative costs as follows:-
If a patient requests notes for the first time, a charge of £50.00 will be made for administration. If the patient notes change in any way after the first request and the patient wants to see the notes again, they can 'view' the notes without charge, so long as the request is made within a reasonable time. However, if copies of the changed notes are required then The Plastic Surgery Group may make an additional charge of £50.00.
Informed Consent
Patient's consent will be obtained for all treatments and procedures and for any intimate examinations. A patient may bring a relative or friend with them and a chaperone is always available. The Plastic Surgery Group has policies and procedures in place to ensure that the competence of each patient to give consent to treatment is assessed and the informed consent is obtained in accordance with the National Minimum Standards Regulations 2002.
POVA
All staff have valid DBS certificates which are renewed every three years and undertake training in the protection of vulnerable adults and children. In the welcome room, contact details are available if patient's have any concerns about a child's or adult's safety and welfare.
Disability
If a patient has a sensory, physical or learning disability, which seriously affects day-to-day activities, the clinic can make necessary arrangements including language translators/interpreters if necessary.
Clinical Governance
'A framework through which organisations are accountable for continuously improving the quality of their services and safeguarding high standards of care by creating on environment in which excellence in clinical care will flourish.
The Plastic Surgery Group is committed to the implementation and the monitored continuum of Clinical Governance within its clinics
Under the framework of Clinical Governance comes:
Complaints
The Plastic Surgery Group is committed to providing the highest standard of care. Information is displayed in patient welcome rooms of the clinics outlining how patients or relatives can make a complaint or make a suggestion about The Plastic Surgery Group service. In a situation where a patient believes that the service or care received does not match their expectations, The Plastic Surgery Group encourages the patient to contact their Surgeon or Clinic Manager with a view to addressing the complaint as soon as possible. If a relative is acting on behalf of a patient, it is necessary to have the patient's written consent before The Plastic Surgery Group can release any information relating to the patient's care or treatment. Patients also have the right to inform the following regulatory bodies, details can be found at the end of this guide:
The clinic can provide a copy of the full complaint's policy upon request.
The Plastic Surgery Group has a 3 stage process for handling complaints:
The Clinic Manager, together with the person who knows the most about the Patient or speciality deals with the complaint. Complaints of a serious nature (such as Patient injury) require the Clinic Manager to forward the relevant information within 48 hours of receipt of the complaint to the Medical Director and Surgeon.
Appendix 1
TPSG Complaint procedure summary
The Plastic Surgery Group aims to provide all clients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly, acknowledging any mistakes and rectifying them so that we can make improvements to our service. Clients are provided with a summary of TPSG's complaints procedure summary (displayed in the clinic welcome room and on the website) when they first raise concerns about any aspect of the service they have received; the full policy is available upon request.
Responses at all stages are made quickly:
A member of staff will telephone the client within 24 hours of us being made aware of the complaint
A full reply can be sent within S working days with a detailed written response sent within 20 working days
A letter will be sent to the client advising of any delays at a minimum every 20 days
TPSG has a 3 stage process for handling complaints:
The Clinic Manager, together with the person who knows the most about the client or speciality, deals with the complaint.
Stage 1: Local Resolution (Clinic Manager)
Complaints should be raised directly with the Clinic Manager as soon as the matter first comes to the attention of the complainant and at least within 6 months. When a complaint is received via social media our aim is that the complainant is contacted by a member of personnel by phone within 2 hours and in the case of a written/verbal complaint, phone contact should be within 24 hours- with the aim of resolving the complaint at an early stage.
If unresolved, the client will be invited to attend a meeting with the Clinic Manager and other relevant parties to talk through their concerns. All meetings & telephone conversations should be documented and followed up in writing to the complainant. The Clinic Manager will carry out an investigation into the case and respond directly to the complainant whether the complaint was made verbally, by letter, text or email. Reasonable assistance should be given to anyone needing help to make a complaint (such as a language barrier or a disability). Clients may escalate their complaint to the next stage within 6 months of the most recent correspondence.
Stage 2: Complaint Review: TPSG Director of Operations
Clients who are dissatisfied with the outcome of stage 1 may request to have their complaint moved to stage 2 where the complaint will be reviewed by the Director of Operations who has not been involved at stage
1. They will carry out an investigation to form an independent view of the complaint and respond directly to the client either upholding or not upholding the complaint, having discussed the case with another Director. Clients may escalate their complaint to the next stage within 6 months of the most recent correspondence.
Stage 3: Non-Surgical Patients: THMG Medical Director
Clients who are dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months to TPSG Medical Director.
Stage 3: Surgical Patients: Independent external adjudication by the Independent Sector Complaints Adjudication Service (ISCAS) www.iscas.org.uk
Clients who are dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months of the final response to stage 2 to ISCAS. ISCAS will only become involved if the first 2 stages of the process have been completed as confirmed by TPSG. TPSG should also inform clients that it is their right to inform the following regulatory bodies:
Care Quality Commission (CQC) - England: 03000 616161- www.cgc.org.uk
Listening to what you say
The Plastic Surgery Group aims to provide caring, high quality services to patients and are always pleased to receive patient feedback.
As part of TPSG's commitment to continuous improvement, patient questionnaires with a stamped are made available as well as an online survey. These questionnaires are summarised at three month intervals and an annual patient survey is also produced, the findings of which are reflected throughout the group. Patient testimonials are available to read at https://www.theplasticsurgerygroup.co.uk/clients/ Patients are offered the choice to speak to previous patients, who have consented to talk with other patients about the procedures they have experienced through The Plastic Surgery Group. The Plastic Surgery Group is grateful to patients who respond to the questionnaires as this enables reflection and improvement on the quality of practice. These may be accessed in the reception area of the clinic.
Updating this Guide
The guide is updated annually, or as necessary, to take into account relevant legislation, patient's opinions and comments. We welcome patient's comments in relation to this guide.
Contacting The Plastic Surgery Group
In order to ensure that our patients are always able to contact a member of staff for advice when necessary; the following process is in place.
A member of If the clinic is open but lines are busy, the caller has the option to leave a message with Aesthetic Response who collect messages for us 24h a day 7 days a week.staff will telephone the client within 24 hours of us being made aware of the complaint
If the clinic is closed , the call is automatically transferred to Aesthetic Response.
If the clinic is closed, the out of hours emergency number is 07483301164
All surgical patients have access to the 'out of hours service' which is manned by a nurse and manager 24 hours a day.
Appendix 2
Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle Upon Tyne
The care quality commission telephone number is 03000616161 and their switchboard is open from Monday to Friday, 8.30am to 5.30pm.
The care quality commission reports relating to The Plastic Surgery Group are available online. To obtain The Plastic Surgery Group reports the Care Quality Commission may be contacted at the above address or accessed on the website:
www.cqc.org.uk 
