Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 01.06.22
This Policy  is effective from : 10.06.19	Page 1 of 8

Cosmetic Courses Complaints policy

Policy Statement

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, consumers have a right to be listened to and to be treated with respect. Service providers should manage complaints properly so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

Aims & Objectives

• We aim to provide a service that meets the needs of our consumers and we strive for a high standard of care;
• We welcome suggestions from consumers and from our clinicians and staff about the safety and quality of service, treatment and care we provide;
• We are committed to an effective and fair complaints system; and
• We support a culture of openness and willingness to learn from incidents, including complaints.

Complaints Policy

• Consumers are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
• Consumers are encouraged to discuss any concerns about treatment and service with their treating clinician [or alternate], or they can complete our customer feedback form or write to us at [email protected]
• Clinicians and staff can also use the feedback form to record any concerns and complaints about the quality of service or care to customers.

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 2 of 8

 

• All complainants are treated with respect, sensitivity and confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
• Consumers and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
• Consumers, clinicians and staff will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

Managing Complaints

• All clinicians and staff are expected to encourage consumers to provide feedback about the service, including complaints, concerns, suggestions and compliments.
• Clinicians and staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

Resolution

The process of resolving the problem will include:

• an expression of regret to the consumer for any harm or distress suffered;
• an explanation or information about what is known, without speculating or blaming others;
• considering the problem and the outcome the consumer is seeking and proposing a solution; and confirming that the consumer is satisfied with the proposed solution.

If the problem is resolved, clinicians and staff are expected to complete the Suggestion for improvement column on the complaints spreadsheet to record feedback from consumers.

Our clinicians and staff will consult with their manager if addressing the problem is beyond their responsibilities.

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 3 of 8

 

If the complaint is not resolved

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints.

Our clinicians and staff refer complaints to [complaints manager/clinical director] if:

• After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
• The outcome the complainant is seeking is beyond the scope of their responsibilities

Or;

• They or the complainant believe the matter should be brought to the attention of someone with more authority.

If the complaint is not resolved at the point of service, clinicians and staff are expected to provide the complainant with the formal complaints policy.

Clinicians and staff then collect the relevant information regarding the complaint, enter a summary onto the complaints spreadsheet and forward all details onto a Cosmetic Courses supervisor or manager.

The designated manager coordinates resolution of formal complaints in close liaison with the treating clinician and other staff who are directly involved.

Responsibilities

• Cosmetic Courses is responsible for coordinating investigation and resolution of formal complaints, conducting risk assessments (in consultation with clinicians) if required, liaising with complainants, maintaining a register of complaints and other feedback, providing regular reports on informal and formal complaints, and monitoring the performance of the complaints policy and procedure.
• Cosmetic Courses is responsible for a proactive approach to receiving feedback from consumers and staff.

 

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 4 of 8

 

• Investigation and review of complaints and follow up action for serious complaints, or where complaints result in recommendations for change in policy of procedures.

Cosmetic Courses is responsible for;

• Ensuring appropriate action is taken to resolve individual complaints;
• Acting on recommendations for improvement arising from complaints;
• Ensuring there is meaningful reporting on trends in complaints;
• Ensuring compliance and review of the complaints management policy;
• Notifications to insurers; and
• Consultation with professional registration boards, and others where necessary.

Clinician and staff training

All clinicians and staff need to have been appropriately trained to manage complaints competently.

The service provides training in dispute management, customer service and our complaints management procedures as part of induction and through regular updates.

Regular reviews are conducted by the Cosmetic Courses to check understanding of the complaints process among clinicians and staff.

Promoting feedback

Information is provided about the complaints policy in a variety of ways, including;

• On our website;
• Feedback forms
• Via our ask email address
• Publicity about the service;
• Discretely located suggestion boxes; and by clinicians and staff inviting feedback and comments.

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 5 of 8

 

Risk assessment

After receiving a formal complaint, Cosmetic Courses  reviews the issues in consultation with relevant clinicians to decide what action should be taken, consistent with the company protocols.

Assessing resolution options

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an independent mediator or insurer.

Cosmetic Courses will consider appointing an external organisation

• There is a serious question about the adequacy and safety of a health practitioner;
• The complaint is against a senior clinician or manager who will be responsible for investigating the complaint, resulting in a perception that there is a lack of independence; and
• The complaint raises complex issues that require external expertise.

Timeframes

• Formal complaints are acknowledged in writing or in person within 24 working hours.
• The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
• If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.
• Formal complaints are investigated and resolved within [5-28 days].
• If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an update.

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 6 of 8

 

Records and privacy

• The Cosmetic Courses managers maintain a complaints and consumer feedback register, with records of informal feedback (Suggestions for improvement and Consumer feedback forms) and formal complaints.
• Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
• Complainants are given notice about how their personal information is likely to be used

during the investigation of a complaint.

• Individual complaints files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted access section of the computer system’s file server.
• Consumers are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a consumer’s medical records as part of resolving a complaint are provided with access only if the consumer has provided authorisation [in accordance with the confidentiality policy].

Open disclosure and fairness

• Complainants are initially provided with an explanation of what happened, based on the known facts.
• At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Investigation and resolution

Cosmetic Courses carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies.

Information is gathered from:

 

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 7 of 8

 

• Talking to clinicians and staff directly involved;
• Listening to the complainant’s views;
• Reviewing medical records and other records; and
• Reviewing relevant policies, standards or Guidelines.

Complaints about individuals

Where an individual clinician or staff member has been nominated by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:

• Inform the clinician or staff member of the complaint made against them;
• Ensure no judgement is made against a clinician or staff member while an investigation is being carried out;
• Ensure fairness and confidentiality is maintained during the investigation; and
• Encourage the clinician or staff member to seek advice from their professional association, if desired.

The clinicians and staff members will be asked to provide a factual report of the incident, identify systems issues that may have contributed to the incident and suggest possible preventive measures.

Where the investigation of a complaint results in findings and recommendations about individual clinicians and staff members; the issues are addressed through the service’s staff performance and review process.

Reporting & Recording complaints

Cosmetic Courses discuss reports on the number and type of complaints on a monthly basis during each management meeting with department managers and directors, the outcomes of complaints, recommendations for change and any subsequent action that has been taken. Every six months reports are provided to staff, clinicians, senior management and, if appropriate, uploaded into personal portfolio for audit and appraisal.

 

Policy Number: 003	Version: 1.01
Name of policy: Complaints Policy	Date: 10.05.2019
Approved by:	Replaces: N/A
Due for review: 10.05.22
This Policy  is effective from : 10.06.19	Page 1 of 8

 

Information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and clinical review meetings as part of reflecting on the performance of the service and opportunities for improvement.

An annual quality improvement report is published that includes information on:

• The number and main types of complaints received, common outcomes and how complaints have resulted in changes;
• How complaints were managed—how the complaints system was promoted, how long it took to resolve complaints (and whether this is consistent with the policy) and whether complainants and staff were satisfied with the process and outcomes; and
• The results of the annual consumer satisfaction survey.
• The service promotes changes it has made as a result of consumer complaints and suggestions in its general publicity.

 

Monitoring and evaluation

 

Cosmetic Courses continuously monitors the amount of time taken to resolve complaints, whether recommended changes have been acted on and whether satisfactory outcomes have been achieved.

Cosmetic Courses annually reviews the complaints management system to evaluate if the complaints policy is being complied with and how it measures up against best practice guidelines.  As part of the evaluation, consumers, clinicians and staff are asked to comment on their awareness of the policy and how well it works in practice.

Equality and Diversity Policy

• Cosmetic Courses Ltd is committed to delivering services where human rights, diversity and equality are understood and respected.
• Aim:
  • To ensure that no job applicant, employee or service user receives less favourable treatment on grounds of race, colour, nationality, ethnic or national origin, religion, sex, sexual orientation, age or marital status.
  • Create a working environment and culture which recognises and values difference;
  • Promote an inclusive, human-rights based approach to the delivery of health care services;
  • Pro-actively tackle discrimination and ensure that no individual or group is discriminated against, or excluded, for any reason, either in employment or service provision;
  • Ensure that all staff understands what their individual roles and responsibilities are in promoting equality and human rights, valuing diversity and tackling discrimination.
• Scope

This policy applies to all aspects of employment and service provision.

• Policy Statement

4.1 Cosmetic Courses Ltd is committed to:

• Recognising that people from different backgrounds and cultures with different skills and experiences, can present and contribute diverse ideas that will help increase organisational efficiency and improve services;
• Recruiting, retaining and developing a workforce whose diversity reflects the communities it serves, enabling it to deliver the best service possible;
• Enabling staff to achieve their full potential in an environment free from harassment and characterised by dignity and mutual respect;
• Ensuring equal access to services for all communities and groups within the population;
• Engaging with people from diverse communities, listening to their needs and taking these into account in the way it plans and delivers services;

Equality and diversity Policy cont’d…

• Tackling discrimination through ongoing education and raising awareness, with its staff and the public, to increase understanding and create better relationships between people from different backgrounds and promote the benefits of a society that is truly inclusive;
• Ensuring that no employee, job-applicant, patient or service user is treated less favourably because of race, nationality or ethnic origin, colour, disability, gender, gender reassignment, marital status, sexual orientation, religious beliefs, age, trade union membership, social background, economic circumstance, or geographic location.

5.0 Employment

5.1 Cosmetic Courses Ltd will ensure;

• All staff are fully familiar about their responsibilities and obligations under this policy;
• All staff have appropriate training and education to ensure they understand the benefits of equality and diversity, can recognise discrimination and have the capacity to challenge it when they encounter it at work;
• All forms of discrimination are dealt with appropriately and ensure that staff who suffer, challenge or report discrimination are provided with appropriate support;
• Ensuring that all job criteria and conditions of service are objectively justified and no job applicant, or employee, is unfairly disadvantaged by criteria and conditions that are not a genuine requirement for the job;
• Recruitment and selection activities to ensure that they understand the requirements of legislation and best practise in this area and the need to be fully inclusive;
• Making reasonable adjustments to support the employment and development of disabled people;
• Adapting work practises where practicable in order to accommodate particular cultural or religious needs;
• Assessing, monitoring and reviewing our employment policies and procedures to identify and eliminate practices.

6.0 Service Provision

6.1 Cosmetic Courses Ltd is committed to a policy of equality and diversity in all aspects of service provision. It will ensure that:

• All service functions, policies and procedures are assessed, monitored and reviewed in order to identify and eliminate practices that may present barriers to access for particular groups of people.

Equality and diversity Policy cont’d…

• Information will be gathered and reviewed for each patient to ensure that we are aware of any potential problems and are able to incorporate appropriate measures where possible.

The information collected will be regularly reviewed on an individual patient basis to ensure that appropriate measures, where possible, are incorporated into the individual care/treatment plans where this may affect the delivery of care in any way. The information will also be reviewed on a regular basis as part of our clinical governance meetings to ensure that we take into account the largest variety of inclusion criteria into the provision of the services we provide.

• Any issues reviewed which indicate that further training of staff is required in order to ensure that staff are comfortable with recognising the difference and know how to respond appropriately to the different needs of service users.
• Patient Satisfaction Surveys incorporate equalities monitoring in order to determine the levels of confidence of patients and service users that they will be treated with dignity and respect, their rights and wishes respected and their specific needs met.
• Service outcomes are equitable, health inequalities are minimised, and no service user is treated less favourably because of their race, nationality or ethnic origin, disability, gender reassignment, sexual orientation, religion or belief, age, social background, economic circumstances or geographical location.

7.0 Responsibilities

7.1 At Cosmetic Courses Ltd all staff must be aware of this policy and their individual responsibility for equality and diversity.

7.2 Identify their own learning and development needs on equality and diversity issues continuously and undertake relevant training to maintain and improve their knowledge and apply it in their work;

7.3 Not discriminate against any other employee or service user, or incite to attempt to incite others to do so.

7.4 Not victimise, harass, bully or intimidate (or attempt to victimise, harass, bully or intimidate) any other employee or service user.

7.5 Challenge what they consider to be unacceptable behaviour, be pro-active with regard to diversity and take personal responsibility to promote good practice and create change.

7.6 Always consider the needs and rights of individual service users.

Related Policies:

Prevention of Harassment, Bullying and Discrimination

Prevention of Disability Discrimination

Policy for Equal Opportunities

Policy for Disciplinary Action

Policy for Grievance Procedure

Policy for Public Interest Disclosure – “Whistle-blowing”

Internal Verification Policy

Statement of Objective

Cosmetic Courses is dedicated to ensuring assessment methods are consistently fair, reliable and valid, and that all findings are recorded free from bias and detailed in accordance with regulations.

This will ensure that:

• Assessments are fair, valid the results are consistently reliable
• Marking of Assessments is corroborated by Health Education England (HEE)
• Candidates will not be discriminated against
• Assessments are set to an appropriate standard and that standard is clear to the examiner and the candidate
• Assessments are consistent

Internal Verifiers

The Internal Verifiers will ensure the quality of the assessors is of a high standard whilst identifying potential problems at an early stage, which will prevent disputes over judgement at a later date. The internal verifier must:

• Remain consistent and unbiased
• Ensure that assessors receive updated and ongoing support and advice to maintain standardisation and manage verification issues
• Ensure that CPD is maintained
• Arrange and maintain processing methods for assessments
• Monitor the consistency of the assessors
• Act appropriately in the case of appeals and disputes
• Ensure that the criteria for assessments is clear to both learners and assessors

The Internal Verifier should organise multiple meetings throughout the year in order to discuss and advise on the following topics in order to ensure the quality is of a high enough standard:

• Assessment criteria and materials
• Sampling techniques
• Comparisons/consistency of assessors

The Internal Verifier should record evidence of these meetings.

Samples

Cosmetic Courses will be taking samples of work. These samples should cover

• All aspects of the assessment to ensure consistency, including the full range of grading criteria
• New qualifications; sample size must increase when taking samples of new qualifications to ensure clarity over marking criteria
• The full range of assessment methods and units for each assessment
• When there are new members of staff, the Internal Verifier should take all assessments as samples until they are happy with the quality and consistence of their marking.
• The samples should be taken at random to ensure consistency for all assessments

 

Special Consideration:

Candidates may be given special consideration for their assessment if any of the following criteria apply:

• If the candidate is suffering from an injury or illness at the time of the assessment
• If there is an unexpected problem with the assessment such as being given the wrong paper, if the wrong specification is used, if the paper is in some way defective, if the candidate does not have the necessary practical equipment to carry out the assessment
• If the candidate experiences a domestic crisis close to the time of examination
• If the candidate experiences unplanned disturbances during the assessment

Candidates may also be given adjustments within reason to ensure they are given a fair opportunity for the assessment; this will be based on individual cases, and may vary between candidates based on cost, effectiveness and impact to create the best possible outcome.

Standardisation

Standardisation will ensure quality and consistency of the assessors in Cosmetic Courses. Standardisation will improve the accuracy of the assessment results through regular comparisons of assessor’s comments and marks on identical assessments. The Internal Verifier will compare marks and feedback from different assessors in order to get a consensus over the standard which will then be discussed in a standardisation meeting held by the Internal Verifier.

These meetings should occur between two and four times a year to ensure the consistency of the assessors and to maintain standards. Records must also be made of the standardisation process including the scripts that the assessors marked as well as records of the notes from the Internal Verifier and recordings from the meetings.

The findings from the internal verifier will be communicated to all relevant staff members immediately in prevention of the errors/mistakes reoccurring.  This may lead to additional training required for the assessors to ensure the reliability of the results.

The aim of this is to create consistency, validity and fair standards across the assessments.

Policy for Appeals

Cosmetic Courses is dedicated to ensuring that marking is carried out fairly and consistently and in accordance with the HEE recommendations. Should any learner feel this has not been achieved, they may process an appeal. Appeals will allow candidates to disagree and dispute the conclusion of the authority at the centre. This document outlines the way in which appeals may be obtained by a learner where it is appropriate.

Reasons for an Appeal:

• Actions taken against the learner that may be considered as discrimination or other forms of malpractice or maladministration
• Assessment results appear to be incorrectly marked or unfair
• Applications for special consideration

Process of Appeals

Cosmetic Courses is obligated to advise you through the process of appeals and the appropriate cases and grounds on which appeals can be made. If a delegate is not happy with any segment of their training, they should firstly talk to their assessor before filling in an appeal form.

Cosmetic Courses aims to review/rectify any appeals at the informal stage after the initial indication of a wish for an appeal from the learner. If this is not achieved, an appeal should be submitted; this will then be reviewed by an objective member of staff who was not involved in the original decision.

The Appeal will need to be made no more than 6 weeks after the exam or initial informal complaint. Cosmetic Courses will recognise this Appeal within two weeks.

The learner will need to be clear on the issue within the appeal and, where necessary, provide relevant evidence.

The appeal will then be inspected by internal/external verifier, who will contact you with the results of your appeal in writing. You will be notified of the results within one month of submitting your Appeal. If you are satisfied with the results of the appeal, it will be taken no further.

If the delegate is unsatisfied with the results of the appeal, the appeal may be reviewed further and you will be notified of the results within the following month; reviewing the appeal may incur costs however if the appeal is successful these costs will be refunded.

Outcomes of Appeals

Successful Appeal:

In the case of a successful Appeal, the learner will receive a written apology from Cosmetic Courses. The learner will also be given the opportunity to take the assessments again if necessary, or their record will be amended. Conditions for resits are discussed in our policy for resits.

If it was a case on discrimination, the learner will receive a written apology for any unfair treatment they have received   and Cosmetic Courses will do everything in their power to rectify the situation, including providing the affected learner with access to any opportunity they were previously unfairly denied.

 

Unsuccessful Appeal:

The learner will receive written information of their appeal being unsuccessful, including the reasons that led to the conclusion. The appeal itself will be recorded for future reference. If the learner would like to re-sit, they will need to pay for this. If you are not satisfied with the results of your appeal may be reviewed further and you will be notified of the results within the following month; reviewing the appeal may incur costs however if the appeal is successful these costs will be refunded.

Following Appeals:

• Records of all appeals will be stored with Cosmetic Courses.
• Where necessary, verifiers and assessors will be informed and briefed on the issue at hand to prevent re-occurrence of issues
• As a vital part of self-evaluation, these appeals will be reviewed and monitored continually to assure improvements are being made and to measure the satisfaction of our learners.
• Cosmetic Courses will review any reoccurring issues measure and control the problems recognised by learners.

Policy for Entry Requirements and Delegate Recruitment

When considering entry requirements, Cosmetic Courses looks to the Health Education England (HEE) guidelines in order to ensure we honour the requirements for provision of non-surgical training, and admit only those who have the correct qualifications. This document establishes how to assess the suitability of a learner for training in Botulinum Toxin and Dermal Fillers with Cosmetic Courses.

Cosmetic Courses aims to:

• Identify learning needs of delegates and advise on the most suitable option
• Provide advise and give information on the courses available to our delegates to ensure they are placed on courses that will suit their needs
• Enhance and increase delegate achievement and satisfaction

Cosmetic Courses aims to provide simple, welcoming and fair recruitment and selection procedures that are impressionable to the needs and backgrounds of the individual delegates.

Delegate Recruitment

Cosmetic Courses ensure that the delegates will receive information on the following before applying for a course:

• Content of the course including teaching methods
• Entry requirements
• Outcomes from the course
• Further equipment that the delegates may wish to purchase

Cosmetic Courses deliver a high standard of information to the delegates via the website and can give further information via email or phone to ensure they have all of the information they require/would like.

During recruitment, our staff will also establish any learning support needs of each delegate to ensure we can accommodate the needs of each individual.

In order to ensure patient safety, Cosmetic Courses complies with the Health Education England Guidelines, which consist of high standards in both academic and professional entry requirements to ensure they have the skillset and knowledge to carry out these procedures successfully once the training is completed.

Academic Requirements:

The qualifications required include healthcare professionals with a degree in their medical field as well as the required medical registration. This Graduate or Degree level ensures they have the knowledge, understanding and judgement necessary to deal with the risks and intricacy included in the different procedures. The degrees possessed must consist of the following:

• Dentistry
• Medicine
• Nursing
• Pharmacy

This will provide delegates with the necessary knowledge and understanding to take part in the courses and analyse complex situations and possible complications that could arise during treatment, allowing them to make appropriate judgements and conclusions as well as possessing the necessary skill to carry out the practical tasks with botulinum toxin and dermal fillers.

Professional Requirements

In correspondence to the HEE recommendations, Cosmetic Courses requires that all learners must currently belong to one of the following professional registers:

• General Medical Council (GMC)
• General Dental Council (GDC)
• Nursing and Midwifery Council (NMC)

Cosmetic Courses will recognise the candidates with the above qualifications as eligible for training in Botulinum Toxin and Dermal Fillers. Cosmetic Courses will request the candidate’s professional registration number along with their personal identification as a part of the application process, which will then be verified in order to comply with the Health Education England (HEE) recommendations.

Requirements for International Learners

The requirements stated above coincide with the United Kingdom’s regulations; where the equivalent qualifications are met and learners have a current registration with their governing body, Cosmetic Courses will admit learners from overseas. Learners from overseas must provide Cosmetic Courses a copy of their Medical Certificates and registration prior to the commencing of the training to be assessed as to whether the entry requirements are met. Each application for overseas training will be reviewed individually to assess whether the educational and professional criteria are met. Cosmetic Courses training programmes only certify you to train in the country you are currently registered in.

In order for the overseas delegate to take part in training at Cosmetic Courses, they must provide evidence that they have an advanced understanding of the English language.

Policy for Health and Safety Measures

• Cosmetic Courses Ltd considers the promotion of effective health and safety measures as a shared objective for management and staff at all levels.
  • Health and Safety is to be considered a management responsibility equal to that of any other function. Cosmetic Courses Ltd will ensure that the premises are suitable for its service delivery and at all times ensure regard for peoples rights to privacy, dignity, choice autonomy and safety.
  • It is therefore the law and policy, so far as is ‘reasonable’, to provide and maintain a working environment that is suitable, safe and without risk to health.
  • Cosmetic Courses Ltd will also ensure that any persons not in the establishment’s employment are not exposed to risks of their health, safety or welfare, which could potentially arise from any of the establishment’s activities.
  • Cosmetic Courses will provide such resources and competent technical advice as may be necessary to enable all management, staff and trainees to meet their health and safety responsibilities.
  • Cosmetic Courses Ltd gives full backing to this policy and will give their full support to any person implementing it and recognises the need and accept responsibility for the health and safety matters arising from all undertakings coming within their area of control and must arrange adequate instruction, training and information for employee’s and trainees for whom they are responsible.
  • All staff must ensure adequate delegation of those responsibilities when they are absent.
  • Successful implementation of this policy requires the whole-hearted commitment of everyone in the establishment and the acceptance by each individual member of staff of their responsibility to:
    • Take reasonable care for the health and safety of themselves and of other persons who may be affected by their actions at work.
    • To cooperate with the establishment or other appropriate persons so far as is necessary to enable the establishment or those other persons to comply with their legal duties.
  • Everyone concerned is reminded that it is a criminal offence to misuse or recklessly interfere with any provision in the interest of health and safety and welfare and the establishment stresses its commitment to this policy to the extent that where wilful disregard of safe practises by an employee or trainee seriously puts at risk the health and safety of themselves or any other person, this will be considered a gross misconduct and could lead to serious disciplinary action.
  • A copy of this general statement shall be given to every employee and appropriate training will be arranged to ensure that all members of staff are aware of their responsibilities outlined in our Health and Safety Policy.

 

 

……………………………………………

Policy for Moving and Handling

1.0 Aims:

• To comply with the health and safety regulations
• To make all personnel performing manual handling duties aware of safe practice
• To provide adequate training to personnel required to perform manual handling
• To provide suitable equipment for manual handling tasks (steps, kick stools, trolleys etc.)

• Guidelines:
  • The HSE publishes the following guidelines for manual handling close to the body:

Full height: 10kg

Shoulder height: 20kg

Elbow/waist height: 25kg

Knuckle/below waist height: 20kg

Lower leg/floor height: 10kg

• For manoeuvring objects further away from the body, these weights are approximately halved.
• Please note that these are recommendations only and do not constitute necessarily safe limits. It is important to remember that the weight of the load is not the main priority. The task must be tailored to the person and not the other way around.
• Each manual handling job should be assessed individually. If the load falls inside the above recommendations then the risk can be taken to be low.
• Otherwise the risk may be taken to be higher and further assessments should be carried out.

• Assessing the risk:
  • Does the task need to be undertaken? It may not be necessary to risk any injury at all if the handling is not necessary.
  • Is the load difficult? It may be heavy or an awkward shape/size. It may be hard to grasp if slippery, hoot or cold.
  • Does the task require risky manoeuvring? Do you need to stretch, twist, bend or perform other risky movements?
  • What is the environment like? It may be outside in the rain or on a poor surface. Is there clear passage?
  • Who is performing the task? He/she should be physically up to the job and for medium and high risk jobs, should be properly trained.

Policy for Moving and Handling cont’d…

• Controlling the risks:
  • Formal training should be provided to all staff involved in manual handling of loads or patients on an annual basis
  • If the risk of injury is seen to be high then some controls should be put in place. The simplest is to avoid a manual-handling task.
  • Large or heavy objects may be better handled by more than one person. Use personnel that are trained in manual handling where possible.
  • Use suitable equipment for the task such as steps or trolleys. Use the lift for transporting loads between floors.
  • For extraordinary loads or tasks, a specific risk assessment may be required.
  • Risk assessment forms are available from Rachael Langford
  • Training is available to personnel who undertake manual handling tasks as part of their job.
• Summary:
• FORMAL training (carried out annually by an accredited trainer)
• CARRYOUT risk assessment (and document results)
• INFORM those at risk of results
• AVOID the manual handling task if possible
• ASSESS the risks involved
• CONTROL the risks identified
• MONITOR compliance and effectiveness solution

Policy for Wheelchair Disability Access:

• Aim:

1.1 Compliance with the Equality Act in relation to provision of services to persons with disabilities.

2.0 Scope:

2.1 Persons with mobility needs in relation to the use of wheelchairs.

3.0 Information for Service Users:

3.1 Details of our disability access statement are included in our Statement of Purpose and within our patient guide.

4.0 Statement:

4.1 We are able to offer both access to toilet facilities for those patients with wheelchair mobility needs.

4.2 Where, for reasons of individual needs, we are unable to provide services to patients, we will where possible, provide patients with details of an alternative, registered local treatment facility who is able to offer services.

Policy for maintenance of Healthcare Premises

• Cosmetic Courses Ltd @ The Paddocks has put in place a schedule for preventive maintenance for premises and key equipment.
• Emergency Service Providers:
  • Contact details for emergency utility maintenance providers (plumbers, electrician etc.) will be provided for use in the event of a major failure.
• Electricity and Lighting:
  • Emergency lighting will be put in place. In the event that automatic emergency lighting is not available, torches will be placed at strategic locations to ensure that lighting can be provided in the absence of mains electricity.
  • All areas of the premises will be well lit.
  • Emergency lighting will be tested and maintained according to the manufacturer’s instructions and checks recorded.
  • Torches will be tested on a monthly basis and checks recorded.
• Water Supplies and Heating:
  • Water storage and heaters will be maintained according to manufacturer’s instructions and serviced on an annual basis.
  • Hot water delivery temperatures where patient have access will not exceed 43 degrees centigrade
  • Hot water storage will be between 55-60 degrees centigrade.
  • Cosmetic Courses ensures that surface temperatures of radiators and heaters will be regulated to 43 degrees or below to reduce the risk of burns.
  • A policy is in place for the reduction of risk of legionellosis.
• Maintenance Assessment
  • All members of staff are encouraged to report issues arising with the premises directly to the Registered Manager to ensure that they can be remedied quickly without causing disruption to the service.
  • In addition to the requirements and responsibilities of the other policies having bearing upon maintenance (e.g. checking of fire alarms, smoke detectors, emergency lighting etc.) the Registered Manager will, on a weekly basis, conduct an inspection of the entire premises to ensure that the general appearance of the establishment is satisfactory and that all minor maintenance requirements are recorded in a log and are either corrected or where more significant brought to the attention of the appropriate maintenance group to ensure that remedial action is taken.

Health Care Premises: Cont’d…

• When tasks are corrected or completed, they should be signed off as such in the maintenance log.
• The Registered Manager will be responsible for ensuring that such tasks are completed on an ongoing basis.
• Carrying out Maintenance Tasks
  • If they are considered competent to do so by the Registered Manager, minor tasks may be carried out by members of staff.
  • More Significant tasks (e.g. those involving electricals, gas or water) will be dealt with by a professionally qualified tradesman who will be retained for the purpose by Cosmetic Courses Ltd @ The Paddocks
• Relevant Policies:
• Policy for General Cleaning and Hygiene
• Policy for Handling of General and Clinical Waste
• Policy for Reduction or Risk from Legionella
• Policy for Risk Management

Policy for the Prevention and Management of Natural Latex Allergy

• Introduction:
  • Over the last 20 years the health risks associated with exposure to natural rubber latex (NRL) have been increasingly recognised. The development of allergy to NRL is associated with a range of reactions including skin rashes (urticaria or ‘hives’) ‘hay-fever’ like symptoms and asthma through to anaphylaxis, which has resulted in fatalities.
  • Allergy to NRL is a concern for staff who will be exposed to NRL in the course of their work, and for patients who may be exposed during treatment.
  • The risk of developing NRL allergy is associated with the extent of individual exposure to latex proteins. The purpose of this policy is to detail the responsibilities of all staff in ensuring the effective management of NRL risks.
• Scope:
  • This policy applies to all practitioners and employees working at Cosmetic Courses Ltd @ The Paddocks
  • Policy Objectives:

This policy defines the specific organisational arrangements through which Cosmetic Courses Ltd @ The Paddocks will reduce the risk of staff or patients developing NRL allergy, and ensure safe employment or treatment for those who become sensitised. The policy is supported by specific protocols relating to the management of patients considered to be at increased risk.

• Responsibilities
  • The Nominated Individual is responsible for development, implementation and ensuring compliance with this policy.
  • The Registered Manager is responsible for ensuring that a NRL risk assessment is carried out in the specific areas which are affected and that specific individual risk assessments are carried out where a member of staff or patient is identified as allergic to NRL
  • The Registered Manager must implement and action any controls required following assessment and ensure that information, instruction and training are given as appropriate.
• Responsibilities of staff
  • All staff and practitioners, having been provided with this policy and appropriate training and instruction must comply with the policy and adopt safe systems of work. Staff must report any reaction confirmed allergy to the Registered Manager.
• Core Advice:
  • Carry out general and specific risk assessments and take appropriate action.
  • Inform, educate and train staff about risk reduction.

Policy for Prevention and Management of Natural Rubber Latex Allergy: Cont’d…

• Enquire as to patient status with regard to NRL
• Eliminating the risk where appropriate – gloves should only be worn where there is a risk of infection.
• Substituting to other glove materials where appropriate – nitrile, vinyl, synthetic.
• Limiting exposure of staff and patients wherever possible.

Policy for Recording of Accidents

• Scope
  • Cosmetic Courses Ltd @ The Paddocks recognises its duties under health and safety law to assist in the gathering and recording or data and reporting of incidents in relation to accidents occurring at work to staff, patients and members of the public.
• Reporting to Management:
  • All accidents and injuries occurring on the premise must be reported to the Registered Manager, who will be responsible for recording and where necessary reporting incidents.
• Accident Record Forms:
  • Accident report forms will be kept in the custody of the registered manager
  • Completed Accident report forms will be kept in a locked cabinet to prevent unauthorised access – Data Protection.
• Procedure
  • The accident or incident will be reported to the Registered Manager.
  • An accident report form will be completed – in triplicate and be:
• Retained by Cosmetic Courses Ltd @ The Paddocks;
• Provided to the person sustaining the accident or incident; and
• Forwarded to authorities if required.
  • A clinic copy will be placed under lock and key to prevent unauthorised access.
  • Reporting of incident will be carried out as necessary under:
• HSE
• RIDDOR
  • Action will be taken to prevent recurrence
  • Information will be passed to staff regarding actions taken if necessary

Policy for Fire Risk Management:

• If a fire occurs sound the alarm.
• Shout in a loud voice repeatedly – FIRE, FIRE
• If available activate a fire alarm
• Dial 999
  • You should only attempt to tackle a fire with an extinguisher if this does not place you OR others in any danger.
  • For the purpose of this policy, the person in charge off the clinic on the day will be the responsible person (Registered Manager, Responsible Individual or their deputy)
  • If fire alarm is sounded during a procedure of treatment, the patient should be made ready immediately for exit and the procedure aborted.
• Exit from the Premises
• Patients must be instructed to exit by the nearest emergency exit
• The responsible person will help escort all patients and staff off the premises and will check the building to ensure it has been vacated.
• Patients and staff are to assemble outside the building at the ‘The Assembly Point’
• The diary record of patients attending and a list of staff on duty will be brought out by the Responsible Person and used to check names off against.
• Dangerous equipment:
  • Cosmetic Courses Ltd @ The Paddocks has carried out a fire risk assessment and has identified equipment which could pose a risk of fire or explosion which are kept on the premises.
  • In the event of a fire occurring during an IPL or a laser procedure the Operator should immediately turn off the system (and gas cylinders – if present)
• Fire Detection Equipment
  • There are smoke detectors in all of the corridors
  • These must be maintained as per manufacturer’s instructions and tested and the result recorded.

Policy for Fire Risk Management: Cont’d…

• A Guide to Fire Extinguishers:

Colour of Sticker	Contains	Elements Removed	Fire to Use on
Red	Water	Heat	Paper, Wood, Masonry, Fabric
Black	Carbon Dioxide	Air	Equipment e.g. electrical items
Yellow	Foam	Air	Flammable liquids, Fats and Chemicals
Blue	Powder	Air	Any Type

 

DO NOT USE A WATER TYPE EXTINGUISHER ON ELECTRICAL FIRES

• Using Fire Extinguishers:
  • Fire extinguishers are to be used against small fires only. They do not replace the fire brigade. NB: H₂0 extinguishers are NOT to be used in the Treatment Room or on any electrical apparatus.
• On Discovering a Fire

Basic advice should be followed in the event of a fire:

1. Raise the alarm (dial 999 or use glass call point if available)
2. Close doors and windows, but don’t take any risks.
3. Evacuate the building helping others if possible.
4. Do Not Run
5. Do not collect personal belongings
6. Gather at the assembly point outside the main entrance.
7. DO NOT RE-ENTER THE BUILDING
8. Wait for the Fire Brigade and follow instructions.

• Routine Safety Checks and Precautions:
  • At the end of each day all staff must check that all electrical equipment is turned off in their offices, in the consulting rooms, treatment room and waiting areas.
  • Fire exits must be kept clear of all obstructions at all times and fire doors must not be wedged open
  • Staff must know the fire routine, the location of the fire alarms and firefighting equipment and should familiarise themselves with the route out of the building.
  • Fire extinguishers, smoke detectors and fire alarms must be routinely checked to ensure that they are in good working order.

Policy for Fire Risk Management: Cont’d…

• All staff as part of their induction procedure will be shown the locations of fire extinguishers and fire exits on the first day on the premises.
• Checks on fire extinguishers, emergency lighting, fire exits, bell tests and alarm points will be carried out according to the establishment log protocol.
• Records of checks will be kept in the appropriate section of the Clinic Registry

Policy for Disruption to Services

• Aim: To ensure service interruptions are dealt with swiftly and appropriately in order to minimise disruption to provision of service to clients.
• Electricity Disruptions
  • In the event of disruption to the electricity supply to the building the Registered Manager will ensure that the electricity supplier is contacted immediately. The emergency contact number will be recorded in the emergency contact list in the clinic Registry.
  • Where necessary, emergency lighting will be used to ensure that any procedure is safely stopped and the patient made safe and comfortable. All patients attending Cosmetic Courses Ltd @ The Paddocks are elective day cases. If the electricity disruption is likely to continue for an indefinite period then the patient must be informed of the problem and arrangements will be made for the patient to return home.
  • The Registered Manager will ensure that all persons due to attend for an appointment are contacted by mobile telephone in order to advise them not to attend Cosmetic Courses Ltd @ The Paddocks until the situation has been resolved. Any patients already on the premises should be fully informed of the problem and advised to return home.
• Gas Disruptions  
  • In the event of disruption to the gas supply to the building the Registered Manager will ensure that the gas supplier is contacted immediately. The emergency contact number will be recorded in the emergency contact list in the Clinic Registry.
  • Where necessary, emergency lighting will be used to ensure that any procedure is safely stopped and the patient made safe and comfortable. All patients attending Cosmetic Courses Ltd @ The Paddocks are elective day cases. If the gas disruption is likely to continue for an indefinite period then the patient must be informed of the problem and arrangements will be made for the patient to return home.
• Water Disruptions
  • In the event of disruption to the water supply to the building the Registered Manager will ensure that the water supplier is contacted immediately. The emergency contact number will be recorded in the emergency contact list in the Clinic Registry
  • Where necessary, any procedure will be safely stopped and the patient made safe and comfortable. All patients attending Cosmetic Courses Ltd @The Paddocks are elective day cases. If the water disruption is likely to continue for an indefinite period then the patient should be advised of the problem and asked to return home.
  • The Registered Manager will ensure that all persons due to attend for an appointment are contacted by mobile telephone in order to advise them not to attend Cosmetic Courses Ltd @ The Paddocks until the situation has been resolved. Any patients already at the premises should be fully informed of the problem and advised to return home.

Policy for ensuring Safety, Availability and Suitability of Equipment

• Introduction
  • The purpose of this document is to ensure that all equipment and supplies used within Cosmetic Courses Ltd @ The Paddocks are safe and in good condition.
• Equipment
  • All electrical and other equipment will be purchased from recognised commercial organisations. A register will be maintained by the Registered Manager of all equipment purchased to include:
• Name and address of the supplier
• Description of equipment
• Serial number (if applicable)
• Date of purchase
  • All equipment will be installed and maintained according to the manufacturer’s instructions.
  • Where required by the equipment manufacturer a maintenance or service agreement will be put in place with the approved service organisation to ensure continued safe and effective use.
  • Equipment will only be used in accordance with the manufacturer’s instructions.
  • No modifications will be made to any equipment without the written consent and approval of the manufacturer or their approved agent.
  • All electrical equipment will be tested annually to ensure electrical safety in accordance with PAT requirements by a qualified electrician.
• Maintenance:
  • Where appropriate a register of maintenance will be maintained for each piece of equipment including:
• Dates of servicing or maintenance
• Name of engineer or technician carrying out work
• An entry detailing the work carried out and additional comments
  • If a service or maintenance record is provided by the establishment carrying out the work then this will be kept in a file designed for this purpose.
  • Contact details for the approved agent of each piece of equipment will be kept in the Maintenance log file in the event of urgent for advice.

Policy for safety, Availability & Sustainability of Equipment: Cont’d…

• Stock Products and Consumables:
  • All stock products and consumables will be used in strict rotation to ensure that they are used in optimal condition.
  • Storage of all products will be in accordance with manufacturers’ instructions. Where required products will be stored protected from light or in a temperature regulated environment.

Resuscitation Equipment

• It is the policy of Cosmetic Courses Ltd @ The Paddocks that resuscitation equipment must be readily available and be in a satisfactory condition when the need arises for its use.
  • Equipment available within Cosmetic Courses Ltd @ The Paddocks for resuscitation of patients will include:
• Portable oxygen and valves, masks, metering and giving sets
• Emergency resuscitation drugs
  • The equipment shall be located in the minor treatment room on a separate mobile trolley – the ‘Resus Trolley’
  • The Resus Trolley shall contain a list of all items too be kept on the trolley with a separate list of all drugs including their batch number and expiry date.
  • All equipment will be checked on a daily basis to ensure that drugs are in date and that equipment including that oxygen supply is present, correct and functional.
  • The result of the daily check including any items, changed or replaced will be recorded in a log book to be attached to the Resus Trolley. All entries must be signed by the person carrying out the check and must be dated and timed.
  • The Resus Trolley and all items must be cleaned, decontaminated, checked, restocked after each use, including resuscitation drills.
  • All new staff members will be informed of the location of the Resus Trolley as part of their induction programme.

Policy for management of medical devices and decontamination:

• It is the policy of Cosmetic Courses Ltd @ The Paddocks that no single use sterile item will be re-processed for re-use.
  • All single use sterile items will be used on only one occasion and then disposed of appropriately.
  • Where appropriate, re-usable medical devices and equipment will only be processed and handled according to the best practice and in accordance with manufacturer’s guidance.

See also Policy for Infection Control

Policy for Malpractice and Maladministration

Objective

Cosmetic Courses take incidents Malpractice and maladministration earnestly and will investigate any cases of suspected malpractice or maladministration.

This document defines and outlines the process of investigation following suspected cases of malpractice and maladministration and actions that should be taken to address the issue.

Malpractice can consist of anything that is considered a breach of regulation performed by members of staff including assessors, trainers and delegates, which affect the quality and validity of assessments and or the administrating centre, and any attempts to compromise the assessments.

Any suspected malpractice must be reported immediately.

Cosmetic Courses will treat every case of reported malpractice individually, but is dedicated to treating each case equally to provide consistently fair results.

Conduct carried out with a lack of care and lack of judgment when performing administrative duties which could result in a threat to the validity and integrity of Cosmetic Courses is defined as maladministration.

Examples of Malpractice and Maladministration

From staff members:

• Releasing assessments/failing to keep them secure before the examination
• Editing the assessment/examination date without approval
• Gaining unauthorised access to assessment prior to the examination
• Assisting Delegates with the answers
• Failing to keep completed assessments secure
• Failing to submit completed assessments by the relevant deadline
• Failure to maintain records of completed assessments
• Failing to report any necessary adjustment
• Making assessment materials available via the internet or selling them

From Delegates:

• Receiving or giving information during the assessment that could be considered to do with the assessment by varying means of communication including, talking and through the use of electronic devices.
• Failing to comply by the rules and regulations surrounding supervision and security during the assessment
• Failing to comply with instructions of the invigilator
• Pretending to be someone else during an assessment or examination
• Copying from another delegate, or plagiarism
• Submitting another persons work as their own
• Including inappropriate or obscene materials in their assessment
• Disrupting other delegates during the assessment or examination
• Bringing unauthorised equipment into the examination room
• Accessing unauthorised materials prior to the assessment

Investigating Malpractice and Maladministration

Suspected malpractice or maladministration should be reported at the first instance no more than two weeks following the incident.

A full written report on the matter will then be written with supporting evidence.

The individual bringing the suspected malpractice or maladministration should then fill out the Malpractice/Maladministration form and hand it to Cosmetic Courses within two weeks of the alleged incident. This should include:

• A detailed account of the circumstances of the alleged malpractice
• A statement of the facts
• Statements from invigilators, delegates and any other members of staff involved
• Any supporting evidence such as unauthorised material found in the examination room

Cosmetic Courses will respond to all reports of alleged malpractice/maladministration within 2 weeks.

Cosmetic Courses will contact anyone believed to have evidence for the allegation including delegates, trainers and other members of staff. Once the evidence has been collated, a detailed report must be written to go alongside the evidence. Cosmetic Courses will then select an objective third party member to investigate further into the allegation.

Those involved in the allegation of malpractice/maladministration should be notified at the earliest stage of the allegation and the nature of the investigation. They should also be given the chance to respond to the allegation through appeals and encouraged to submit their side of the story wand supporting evidence, copies of all communications will be stored during the allegation.

The individuals included in the allegations will also be informed of the sanctions they could be facing if the allegation is proven to be true. They will also be informed that Cosmetic Courses will report all events of malpractice and maladministration to the necessary authorities.

Cosmetic Courses will inspect all of the evidence to determine the outcome of the allegation, whether it is malpractice/maladministration. If the decision reached is that there is no case of malpractice/maladministration reached, all individuals involved will be notified in writing of the result within two days of the decision. If Cosmetic Courses decides it was a case of malpractice/maladministration, Cosmetic Courses will provide a detailed report including the sanctions the individual may be facing. This report will be sent within three weeks of the decision.

The invigilator will then have the opportunity to appeal against any recommendation for actions following the report, once the period for appeals is over, a copy of the report will be sent to the regulatory Authorities.

If maladministration by a member of staff has occurred Cosmetic Courses has the authority to enforce conditions for which the aforementioned member of staff may be involved in future assessments.

Where there is inadequate evidence, Cosmetic Courses maintain the right not to investigate the cases of malpractice/maladministration.

Sanctions

Delegate sanctions

• Receive a written warning
• The learner may lose marks related to that assessment/coursework
• Disqualification from that course
• Disqualification from further courses
• Disqualification from entering any assessments for a set period of time following the incident
• The registering body may be informed of the incident in severe cases as well as awarding bodies and possibly even the police

Staff Sanctions

• Receive a written warning
• Loss of trust – the member of staff may be consistently supervised for a period of time to ensure no reoccurrence
• The staff member may have to receive further training
• The member of staff may face suspension
• The member of staff may be demoted or dismissed

Once the penalties are decided they will stay on record for three years.

Cosmetic Courses also warrants the revoking of an individual’s certificate if the result is false.

Cosmetic Courses will acknowledge and accept any sanctions or penalties imposed from the report.

Monitoring Malpractice/Maladministration procedures

All allegations of malpractice and maladministration will be recorded by Cosmetic Courses and monitored annually to review the consistency of the procedures for the handling of allegations; this provides comparative performance data to ensure the highest standards for quality and monitors reoccurrence of any cases. This ensures Cosmetic Courses are continually improving the customer service and helps to maintain the high standards and the quality of the services Cosmetic Courses deliver.

Monitoring Malpractice/Maladministration provides opportunity for self-evaluation and ensures the quality of service maintained.

Policy for the Recognition of Prior Learning

The recognition of Prior Learning policy recognises candidates who have undertaken training of a similar standard prior to the assessment that may allow for them to take standardised assessments given they can meet the assessment requirement for the course, rather than having to retrain through the full course. These assessments would remain consistent, fair, and reliable in accordance with the qualification, but prevent the candidate from taking part in any unnecessary training given their prior learning.

In order to receive recognition of Prior Learning, delegates must be able to provide valid evidence of the prior learning. This evidence will be submitted for review by Cosmetic Courses to ensure they have sufficient practical experience and there training is up to date with Health Education England Recommendations.

Procedures:

In order to receive RPL, the learner must provide a portfolio containing the following:

• A reference from an experienced clinician (see supervisor requirements) certifying the learner has observed 10 botulinum toxin treatments as well as successfully administered 10 patients with botulinum toxin
• A reference from an approved clinician certifying the learner has observed and successfully performed 10 dermal filler treatments.
• Before and after photographs of 10 supervised dermal filler treatments
• Before and after photographs of 10 supervised botulinum toxin treatments

Candidates applying for RPL will be informed of the details of the process on application including any fees, the time required for the process and the steps to make following submitting the evidence.

Supervisor requirements:

The supervisor must be UK recognised.

The following practitioners are considered to have the correct authority to provide clinical oversight for the learners:

• Doctors
• Dentists
• Independent Nurse and Midwife prescribers
• Independent Pharmacist prescribers

They must also:

• Have a current registration with the GDC/GMC/NMC/GPhC
• Be working at a level 7 standard to be able to provide clinical oversight
• Have the ability to take responsibility for any complications that may arise and any further consequences in order to support and mentor our learners when submitting a portfolio of clinical experience.
• The clinical supervisor must have necessary aptitude and at least three years experience in the relevant procedure they are overseeing.
• They will also need to demonstrate at least 20 hours of CPD in Aesthetics

The supervisors must also provide Cosmetic Courses with evidence of their suitability to be a supervisor through means of a CV or otherwise. This will be recorded for future reference to ensure quality and validity.

Recognition of prior learning for experienced practitioners

Experienced practitioners with 3 or more years experience are eligible to become tutors and or supervisors for level 7 training courses for the use of botulinum toxin and dermal fillers, this is in accordance with the HEE recommendations.

These practitioners will be assessed on their knowledge of the treatment and will have their practical skills examined. For these practitioners it may not be necessary to provide evidence of supervision and observation of treatments given they can provide sufficient evidence of their three years experience, but instead will be observed and assessed on their practical skills.

These practitioners will need to provide sufficient evidence and a written reference from another experienced clinician who has worked alongside them and can confirm they have performed these procedures.

The portfolio of evidence submitted by an experienced practitioner must include the following evidence:

• For practitioners with over three years experience, case history of at least 60 cases (30 of each modality where the evidence has been generated evenly over the previous 3 years).
• For all experienced practitioners the submitted evidence must include that of consultations both pre and post treatment to demonstrate the care offered to their patients. Evidence in the form of clinical notes from the consultations will be accepted.
• The portfolio must also include a peer reference (from a colleague whose modality experience is equal or greater to that of the learner and who is registered with the GMC, GDC or NMC) confirming they have the experience they have claimed as stated above, which will be reviewed with each individual case.

Cosmetic Courses will review the evidence submitted in order to ensure validity before PRL can be obtained.

Delegates will still be required to complete the following elements in addition to their case histories

• Assignment: Literature Review
• Assignment: Short Answer Response
• Summative External Theory Exam
• Summative Final Practical Assessments (DOPS)

Resit Policy

Procedures for Resits

If you do not succeed in your exams and would like to resit, this will be possible. Once your results have been confirmed, Cosmetic Courses will contact you to discuss your options for resitting the exams, including when you would be able to resit, which will usually be within the following couple of months on the next available exam. You are only able to take the OSCE exam up to a maximum of 3 attempts, if failed we will notify IQ and the candidate will fail the Level 7 Qualification.

Special Circumstances

If for any reason you feel that your performance may be affected by factors outside if your control such as illness or bereavement, you must make the course organiser aware of your situation prior to any exams. If you mention these circumstances after you have completed your exams, your situation cannot be assured to be taken into consideration.

Fees

If you wish to resit an exam, a fee will incur provided there are no special circumstances to be considered. These fees will fluctuate based on the assessments. All fees are available on the Cosmetic Courses website.

Regulation 13: Safeguarding service users from abuse and improper treatment

 

Intention: To safeguard service users from suffering any form of abuse or improper treatment while receiving treatment and care.

 

Cosmetic Courses will:

• Take action to identify and prevent abuse from happening in a service.
• Respond appropriately when it is suspected that abuse has occurred or is at risk of occurring.
• Ensure that Government and local guidance about safeguarding people from abuse is accessible to all staff and put into practice.
• Understand how beliefs, values and diversity of people who use the service may influence the identification, prevention and response to safeguarding concerns.
• Protect others from the negative effect of any behaviour by people who use services.

 

Policy for Protection of vulnerable Adults

• Cosmetic Courses does not as a matter of policy carryout procedures for patients who are unable to give informed consent or unable to understand the procedures.
  • Where there is a question as to the suitability of a patient to give informed consent the operating practitioner will be responsible for ensuring that the advice of the patients General Practitioner or other medical attendant is sought prior to treatment.
  • People are considered vulnerable whenever their usual functions or their health is compromised. Patients undergoing treatments or therapies can be considered to be vulnerable in this regard and care must be taken with all concerned within the organisation that abuse of the practitioner-patient relationship does not take place.

Policy for Protection of Vulnerable Adults: cont’d…

• Where an incident is brought to the attention of Registered Person and it could be construed that the incident constitutes an issue in which an adult was placed in a position of being vulnerable and so subject to a possible assault (e.g. sexual) then the matter should be immediately reported to the appropriate authorities (Police, Local Authority Social Services) to be dealt with under the local authority vulnerable adult policy. Any proven instance of abuse will be treated as gross misconduct and render any practitioner liable to summary dismissal as well as likely action by external authorities.
• We will also inform the relevant authorities (GMC, NMC,GDC, CQC)
• Note: Where language presents a barrier to the process of gaining informed consent there may be a possibility that the patient could be considered to be vulnerable. Under no circumstances should any patient undergo any treatment procedure without the benefit of a full and adequate explanation in a language with which they are fully conversant and able to comprehend the full implications. If the operating practitioner is not happy with the comprehension of any patient then the patient should be advised to seek further information and a translator of their choice.

 

Useful Phone Numbers:
Alcohol Misuse (DRINKLINE)	0800 917 8282
Bereavement (CRUSE)	087001671677
Children and Young People (CHILDLINE)	0800 1111
Children and Young People (NSPCC)	0808 800 500
Emotional (SAMARITANS)	08457 909090
Family (PARENTLINE)	0808 800 2222
Crime (VICTIM SUPPORT)	08453030900

 

Policy for Protection of Vulnerable Adults: cont’d…

• Statement of Policy
  • It is the policy within Cosmetic Courses that all vulnerable adults have the right, at all times and in all situations to feel safe and protected from any situation or practice which would result in a vulnerable adult being harmed physically or mentally.
• What is vulnerable Adult Abuse?
  • There are 7 commonly recognised categories of abuse of vulnerable adults:
• Physical Abuse – hurting or injuring a vulnerable adult, for example, by hitting or shaking them. This category also includes bullying them
• Sexual Abuse – when an adult exploits there power, authority or position and uses a vulnerable adult sexually to gratify their own needs – it could range from sexually suggestive comments to full intercourse.
• Emotional Abuse – When a vulnerable adult is not given help and encouragement and is constantly derided, ridiculed and ignored. This also includes racially and sexually abusive remarks.
• Neglect – this usually means failing to meet vulnerable adult’s basic needs such as food, warmth, adequate clothing, medical attention etc. it could also mean failing to ensure that they are safe or exposing them to harm.
• Financial – This involves the exploitation of the financial position of the vulnerable adult in terms of money or other property or any other financial gain to the abuser.
• Discriminatory – Any form of discrimination towards the vulnerable adult in view of their individual characteristics
• Institutional – Institutional abuse is the mistreatment or abuse or neglect of a vulnerable adult by a regime or individuals within settings and services that vulnerable adults live in or use, that violate the person’s dignity, resulting in lack of respect for their human rights.
• How does this affect us at Cosmetic Courses Ltd @ The Paddocks?
  • There may be a time when a vulnerable adult approaches a member of staff to discuss a problem in their life. It is vital that we know how to react to this in a sensitive and appropriate manner.
  • To protect members of staff the following guide lines should be adopted:
    • Good practice guidelines:
  • Treat all vulnerable adults with respect and dignity.
  • The needs of the vulnerable adults must always be paramount.
  • Maintain an appropriate distance when dealing with vulnerable adults.
  • Always work in an open environment.
  • Always investigate and record any allegations made by a vulnerable adult fully.

 

 

Policy for Protection of Vulnerable Adults: cont’d…

• Practices to be avoided:

• Avoid spending excessive amounts of time alone with vulnerable adults away from others.
• Avoid taking vulnerable adults to your home where they would be alone with you.
• Never engage in rough, physical or sexually provocative games including horseplay.
• Never allow or engage in any from of inappropriate touching.
• Never make sexually suggestive comments to vulnerable adults.
• Never allow a vulnerable adult to use inappropriate language unchallenged.
• Never reduce a vulnerable adult to tears as a form of control.

 

• If any vulnerable adult becomes distressed, accidentally hurt or if a vulnerable adult becomes sexually aroused by any action of a member of staff (or other adult) or if a vulnerable adult misinterprets something that a member of staff has done the incident must be reported to the registered person and the matter fully recorder and investigated.

 

• How to Listen and react:
  • Staff should never trivialise or exaggerate vulnerable adult abuse cases.
  • If a vulnerable adult confides a sensitive issue of concern to a member of staff:
• Allow the vulnerable adult to time to speak without interruption or leading them by making suggestions
• Do not try to interrogate other than to clarify your understanding
• Reassure the vulnerable adult that you are glad that they have told you and that they were right to tell you.
• Be honest in telling the vulnerable adult that you cannot keep it confidential and that you will have to tell someone who can help.
• Remain calm – no matter how difficult it may be to listen
• Actively listen to what the vulnerable adult is saying – take what they say seriously.
• As soon as possible afterwards, write down what they have told you – remember this is highly confidential.
• What to do
  • If there is any suspicion that a vulnerable adult has been abused it should be reported to the registered person.
  • The matter must be reported to the local Social Services department who will in turn involve the police.
  • All reports must be made by telephone immediately AND followed up within 24 hours in writing.
  • Parents/Guardians will be informed as soon as possible following advice from Social Services
  • Every Effort must be made to maintain confidentiality for all concerned. Information should be handled and disseminated strictly on a ‘need to know’ basis.

Policy for Protection of Children (and Young Adults)

• Introduction
  • It is not the policy of Cosmetic Courses Ltd to treat patients under the age of 18 years
  • It is not our policy to actively encourage children to be brought to the establishment whilst parents or other family members or friends are being treated. Parents and Guardians are asked not to bring children who are not receiving treatment to the establishment as we do not have facilities specifically to care for children.
  • Whilst bearing the above statements in mind we must always be aware that there are situations in which children are brought to the establishment against our advice and in these situations we must make every endeavour to actively protect them from harm and show constant vigilance for signs of abuse which may be apparent.
• Statement of Policy:
  • It is the Policy of Cosmetic Courses that all children have the right, at all times and in all situations to feel safe and protected from any situation or practice which result in a child being harmed physically or mentally.
• What is Child Abuse?
  • There are four commonly recognised categories of child abuse:
• Physical Abuse – hurting or injuring a child, for example, by hitting or shaking them. This category also includes bullying them.
• Sexual Abuse – when an adult exploits there power, authority or position and uses a vulnerable child sexually to gratify their own needs – it could range from sexually suggestive comments to full intercourse.
• Emotional Abuse – when a child is not given love, help and encouragement and is constantly derided, ridiculed and ignored. This also includes racially and sexually abusive remarks.
• Neglect – this usually means failing to meet vulnerable child’s basic needs such as food, warmth, adequate clothing, medical attention etc. it could also mean failing to ensure that they are safe or exposing them to harm.
• How does this affect us at Cosmetic Courses?
  • There may be a time when a child approaches a member of staff to discuss a problem in their life. It is vital that we know how to react to this in a sensitive and appropriate manner.
  • To Protect members of staff the following guidelines should be adopted:
  • Good practice guidelines:
• Treat all children and young adults with respect and dignity.
• The needs of the child must always be paramount.
• Maintain an appropriate distance when dealing with children.

Policy for Protection of Children (and Young Adults): cont’d…

• Always work in an open environment.
• Always investigate and record any allegations made by a child fully.

 

• Practices to be avoided:

• Avoid spending excessive amounts of time alone with children away from others.
• Avoid taking children to your home where they would be alone with you.
• Never engage in rough, physical or sexually provocative games including horseplay.
• Never allow or engage in any from of inappropriate touching.
• Never make sexually suggestive comments to children
• Never allow children to use inappropriate language unchallenged.
• Never reduce a child to tears as a form of control.

 

• If any child becomes distressed, accidentally hurt or if a vulnerable adult becomes sexually aroused by any action of a member of staff (or other adult) or if a child misinterprets something that a member of staff has done the incident must be reported to the registered person and the matter fully recorder and investigated.

 

• How to Listen and react:
  • Staff should never trivialise or exaggerate child abuse cases.
  • If a child confides a sensitive issue of concern to a member of staff:
• Allow the child to time to speak without interruption or leading them by making suggestions
• Do not try to interrogate other than to clarify your understanding
• Reassure the child that you are glad that they have told you and that they were right to tell you.
• Be honest in telling the vulnerable child that you cannot keep it confidential and that you will have to tell someone who can help.
• Remain calm – no matter how difficult it may be to listen
• Actively listen to what the child is saying – take what they say seriously.
• As soon as possible afterwards, write down what they have told you – remember this is highly confidential.
• What to do
  • If there is any suspicion that a child has been abused it should be reported to the registered person.
  • The matter must be reported to the local Social Services department who will in turn involve the police.
  • All reports must be made by telephone immediately AND followed up within 24 hours in writing.
  • Parents/Guardians will be informed as soon as possible following advice from Social Services

 

Policy for Protection of Children (and Young Adults): cont’d…

• Every Effort must be made to maintain confidentiality for all concerned. Information should be handled and disseminated strictly on a ‘need to know’ basis.

Policy for Use of Chaperones

• Cosmetic Courses is committed to providing a safe, comfortable environment where patients and staff can be confident that the best practice is being followed at all times and the safety of everyone is its utmost importance.
  • This policy is to be clearly advertised through the use of patient information leaflets and as a notice in reception. All staff must be aware of this policy and agree to comply with its terms.
  • All formal chaperones must receive instruction upon the role and responsibilities of the position and must be competent to carry out the role.
• Role of the Chaperone:
• Provide emotional comfort and reassurance to patients.
• To assist with the treatment if required.
• To provide protection to the healthcare practitioner against unfounded allegations.
• To Identify unusual or unacceptable behaviour on the part of the practitioner
• To act as a witness to the continuing consent of the patient to the treatment
• Check List for Chaperone:
• All patients must be aware of their right to have a chaperone present at any consultation or treatment.
• Chaperones may be informal (friend or family member) or formal (staff member or other health care professionals)
• Adequate privacy and measures to ensure the dignity of the patient must always be considered.
• If there is a genuine need for a chaperone, the practitioner must discuss this with the patient.
• It must be recorded in the notes if a patient declines this service.
• Before any treatment or examination begins, the patients consent must be obtained
• If consent is withdrawn, the examination or treatment must be discontinued. Consent may be withdrawn at any point.

Policy for use of Chaperones: cont’d…

• During each stage of the examination of treatment a verbal explanation must be given.
  • Comments must be relevant and avoid personal comments.
  • The Identity of the chaperone must be recorded in the patient’s notes.
  • Patient confidentiality must not be breached while the chaperone is present.
  • All additional comments and concerns and further actions must be discussed after the chaperone has left.

Appeals policy – click here