Our promise to be open and honest

At Haus of Ästhetik, you have the right to clear, honest information about your care. If something does not go as planned, we will always be open with you. This is known as the Duty of Candour and is a legal requirement in healthcare.

What this means for you

If an incident occurs that has caused, or could have caused, harm:

·       We will tell you openly and honestly what has happened.

·       We will offer a sincere apology.

·       We will explain what actions are being taken to put things right and reduce the risk of it happening again.

·       You will receive this information verbally and in writing.

·       We will keep you informed as the matter is reviewed and resolved.

·       We will support you throughout the process and give you time to ask questions or raise concerns.

Why this matters

Being open and honest:

·       Is a legal duty under CQC Regulation 20.

·       Helps build trust and transparency.

·       Ensures you feel respected, informed, and involved in decisions about your care.

·       Allows us to learn from incidents and improve the safety and quality of our services.

Your rights

·       You can request copies of records relating to the incident.

·       If you are unhappy with how the matter has been handled, you may raise further concerns through our Complaints Procedure.

·       You can also contact the Care Quality Commission or other relevant regulators.

Our commitment

Openness is never optional. It is part of how we provide safe, ethical, and respectful care, and we are committed to upholding this standard at all times.