international@lipocura.de
Auxeum is committed to providing a high quality, transparent and accessible service to everyone we deal with. In order to do this, we need you to tell us when we get things wrong. We want to help resolve your complaint as quickly as possible.
We handle any expression of dissatisfaction with our services which calls for a response as a complaint. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
Auxeum Is a surgical treatment provider and predominantly provides diagnosis and treatment including surgical interventions such as liposuction to treat lipedema and its effects. Auxeum was established in 2021 and operates in several European countries.
The medication lead for the organisation is the registered manager.
We are dedicated to dedicated to providing compassionate and personalized treatment to those living with lipedema. Our mission is to deliver exceptional standards of surgical treatment and aftercare to those using our services. We strive for the very best outcomes for our patients and improvements in their quality of life and functional ability.
The service aims to:
This policy aims to safeguard Service Users from abuse and improper treatment by implementing robust procedures for prevention, identification, and response. Staff are trained to recognise signs of abuse and are equipped with clear reporting mechanisms to address any concerns promptly and effectively.
This policy ensures that valid consent is obtained from patients for all aspects of their care, support and treatment, in accordance with legal and ethical standards, including the Mental Capacity Act 2005. Informed consent procedures are in place to ensure that patients understand and agree to their Care Plans, respecting their autonomy and rights. This policy also ensures that when patients lack the capacity to consent, decisions are made in their best interests, following the guidelines set out by the Mental Capacity Act.
This policy emphasises the importance of delivering person-centred care, ensuring that all services are tailored to the individual needs, preferences, and values of each patient. This approach promotes dignity, respect, and independence, enhancing the overall quality of life and experience for patients.
This policy aims to meet the requirements of the Accessible Information Standard by ensuring that all patients are provided with information in formats that they can easily understand and access. Auxeum commits to identifying the communication needs of all patients at the earliest opportunity, recording these needs clearly and consistently, and taking proactive steps to provide information in accessible formats. Staff are trained in recognising and addressing various communication needs, ensuring that patients are fully informed and able to engage with consultations and their surgical journey effectively.
This policy aims to promote equality, diversity, and human rights by creating an inclusive environment where all patients are treated with dignity and respect. Auxeum is committed to preventing discrimination and promoting equal opportunities for all, regardless of race, gender, disability, age, sexual orientation, religion, or belief. Staff are trained in equality and diversity principles and are equipped with the knowledge to recognise and challenge discriminatory practices. The policy ensures that all service delivery is fair, equitable, and respects the rights and needs of each individual.
This policy ensures that the duty of candour is upheld, promoting transparency and openness in all aspects of care and support, especially when things go wrong. Patients and their families are informed of any incidents affecting their care and treatment, and appropriate actions are taken to rectify and learn from such events.
This policy provides a clear, accessible, and effective process for receiving and acting on complaints, ensuring that Patients and their representatives can raise concerns and have them addressed promptly. Feedback is used to drive continuous improvement and enhance the quality of care, and support is provided throughout the complaint process.
This policy aims to meet the requirements of the Accessible Information Standard by ensuring that all Service Users are provided with information in formats that they can easily understand and access. Auxeum commits to identifying the communication needs of all patients at the earliest opportunity, recording these needs clearly and consistently, and taking proactive steps to provide information in accessible formats. Staff are trained in recognising and addressing various communication needs, ensuring that Service Users are fully informed and able to engage with services effectively.
This policy aims to promote equality, diversity, and human rights by creating an inclusive environment where all Service Users are treated with dignity and respect. Auxeum is committed to preventing discrimination and promoting equal opportunities for all, regardless of race, gender, disability, age, sexual orientation, religion, or belief. Staff are trained in equality and diversity principles and are equipped with the knowledge to recognise and challenge discriminatory practices. The policy ensures that all service delivery is fair, equitable, and respects the rights and needs of each individual.
This policy aims to ensure compliance with the General Data Protection Regulation (GDPR) and Data Protection Act by implementing stringent measures to protect the personal data of Service Users.
Where required, Auxeum will be registered with the CQC for regulated activities, service types and service user bands as defined in the CQC Statement of Purpose. This will ensure that Auxeum provides services that are safe, effective, caring, responsive and well-led in line with the CQC’s published quality statements, regulatory framework and associated best practice guidance.
Auxeum will be registered to provide the following regulated activities:
Auxeum will be registered to provide the following service types:
Auxeum will be registered to support the following service user bands:
Staff supporting any specialist area of need will receive appropriate induction and training. They will complete competency assessments, where required, to meet the needs of patients as outlined in the Training Policy and Procedure at Auxeum.
All staff are personally responsible for making themselves aware of and complying with this policy. All patients may be affected by this policy.
The following stakeholders may be affected by this policy:
A current copy of the policy will be available in the Main Office and on the Auxeum shared drive.
This policy will be reviewed at least annually, or more frequently if significant changes occur. This person accountable for this Policy/Procedure is Katherine Williams.
This Policy / Procedure was last updated in March 2026 This Policy / Procedure is due to be reviewed before March 2027
This policy will be reviewed at least annually, or more frequently if significant changes occur.
A complaint is an expression of dissatisfaction, whether justified or not.
Our policy covers complaints about:
Our complaints policy does not cover:
We refer to these types of comments or complaints as “non-service complaints”. These are handled differently, as set out in the “Comments and Non-service complaints” section.
We can receive complaints by letter or email, or alternatively if required by virtue of reasonable adjustments. We treat all complaints seriously.
You can expect to be treated with courtesy, respect, and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect, and fairness.
We will treat your complaint in confidence within the company.
We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within three working days where we have a return address, and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.
We will not treat you less favourably than anyone else because of your:
Complainants may wish to have a third-party act on their behalf. A third party is any person or organisation acting on behalf of or making enquiries for the complainant. For example, third parties may include:
Where a third party is helping a complainant with a particular complaint, we need written consent to that effect. Where we have this authority, we will endeavour to take all possible steps to keep the third party informed of progress on the complaint.
We do not need written consent if an MP or elected Councillor is helping a constituent with a complaint, and we can disclose information to them in response to their enquiries.
Also, some lawyers and attorneys are legally empowered in certain circumstances to act on behalf of a complainant, and consent to disclose information is not required.
All complaints received will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation 2018, subject to the need to disclose information as required by statutory authorities, and/or as a result of statutory, legal or parliamentary obligations placed on the company.
If you wish to make a complaint, you can do so by
If you are disabled, and need a reasonable adjustment to ensure you can register your complaint, you can contact us alternatively by:
Auxeum info@lipocura.co.uk
If you require different adjustments, let us know and we will try and put those arrangements in place where we can. We have our complaints procedure available in Braille if required.
Occasionally, Auxeum may receive complaints that are vexatious in that they cause considerable disruption to the work at Auxeum, disproportionate cost and time to handle, and impact the wellbeing of staff (because of the way the complaint is made or because of its repetitive nature).
circumstances, Service Users may have a disability that makes it difficult for them to either express themselves or communicate clearly and/or appropriately. Where there is an indication that this may be the case, Auxeum will consider the needs and circumstances of the Service User or complainant in the first instance and use this information to inform any decisions that are made.
Where appropriate, Auxeum will consider complaints to be vexatious but would not label an individual complainant as vexatious. Even if Auxeum decides that an individual’s complaint about the service is vexatious, that does not preclude that person from making a formal complaint.
Auxeum would still consider any such complaints in line with the usual procedures, as outlined in this policy.
To help decide whether a complaint is vexatious Auxeum will consider the full history and context of interactions with the individual making the complaint and will look at both the nature of the complaint and the manner in which it is made. The particular issues that will inform a decision will include whether:
If at any point in the handling of a complaint a member of staff believes it meets the criteria to be deemed vexatious, it must be referred to the Registered Manager with a summary of why it is thought to be vexatious.
The registered manager will consider the complaint, seek external advice if appropriate, and will either declare the complaint as being vexatious or not. Where a complaint is not deemed to be vexatious it will be returned to the appropriate point in the complaints handling process.
If a complaint is deemed to be vexatious, the Registered Manager will respond directly to the complainant explaining why it is thought to be so and will explain that the complaint will be closed with no further action. The Registered Manager will also consider if the making of a vexatious complaint also requires the application of a restriction on communication following unreasonable behaviour.
The decision to declare a complaint as vexatious will be recorded in the complaints register for future reference.
Any declaration that refers to the specific complaint being vexatious and any further complaints from the same individual will still be considered.
If any individual wishes to challenge a decision made in relation to this policy, and all attempts to resolve the complaint locally have been unsuccessful, details of the Complaints Team at the relevant local authority and Parliamentary and Health Service Ombudsman (PHSO) will be shared with the complainant.
Auxeum will ensure that it meets the requirements of the Equality Act 2010 to make ‘reasonable adjustments’ for disabled Service Users.
We have two-stage service complaints handling procedure, explained below. At each stage, it will help us to resolve your complaint quickly if you can give us as much clarity and detail as possible, including providing any documents and correspondence and stating that you are making a complaint. If we do not have all the details required to deal with the complaint, we may contact you and ask you for further information.
Our head office is responsible for managing the handling of service complaints including notifying you of the outcome.
This is the first opportunity for us to resolve your dissatisfaction. We expect the majority of complaints to be resolved at this stage. Upon receipt of your complaint, we will contact the Registered Manager and ask them to respond to your complaint. This includes any service complaints about our former services where we still retain relevant information.
If you are dissatisfied with the response at stage 1, you may request a review. This will be carried out by the Nominated Individual. Your request together with all subsequent correspondence relating to it should be sent to our head office, who will forward your request to the Nominated Individual to be reviewed.
If you are still dissatisfied
The following external bodies can assist with a complaint that a person feels remains unresolved you can contact:
The Care Quality Commission will not investigate complaints on behalf of individuals but does like to be informed of any concerns regarding a care provider, such as poor care that has been seen or experienced. Information given to the CQC will help to prevent others from going through the same experience and can be fed back via:
Website: www.cqc.org.uk
Email: enquiries@cqc.org.uk
Address: Care Quality Commission, National Correspondence,
Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA, Tel: 03000 616161, Fax: 03000 616171
Individuals have the right to raise a concern about a service that is NHS funded. This is a free service, and individuals can make contact via:
Telephone: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Address: Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
The registered manager can also signpost individuals to Healthwatch and the local Independent Complaints Advocacy Service (ICAS).
If a complaint involves the serious misconduct of a healthcare professional, their relevant professional body can be informed, and this is determined on an individual case basis in discussion with the Registered Manager.
For any external bodies managing complaints, Auxeum will work with the external body providing information as requested, within any agreed timescales expected.
Decisions to raise complaints outside of Auxeum will be fully respected and the Service User will be supported to raise their complaint with the commissioner of the service or to seek the support of an independent advocate or representative. Staff can also refer to section 5.6 for a further list of organisations that can be accessed.
Service Users can also be signposted to Citizens Advice guidance.
Our timescales for handling a complaint comply with guidance issued by the CQC.
We will acknowledge complaints within 3 working days of receiving each complaint. We will send a full response within 20 working days of receiving each complaint.
If you make a complaint in person to a member of our staff (at an event or meeting), we will record your complaint in writing within 3 working days and acknowledge it within 5 working days thereafter. We will then deal with your complaint in accordance with our policy for written complaints.
We will acknowledge complaints within 5 working days of receiving each complaint. We will send a full response within 20 working days of receiving each complaint.
We aim to complete our investigation into all complaints received about our service within the timescales set out above. However, in a limited number of cases – for example, if a complaint is very complex or requires further breakdown, it may be necessary to extend the time limit to ensure we have all the information necessary to deal with it. If this is the case, we will keep you informed of progress with the investigation, the reasons for the delay, and inform you of next steps. Remedies
When we get things wrong, we will act to:
The action we take to put matters right (i.e., redress) in response to a service complaint can include any combination of the remedies set out in the list below. The general principle we follow is that complainants should, so far as possible, be put in the position they would have been in, had things not gone wrong.
The remedy applied needs to be proportionate and appropriate to the failure in service and take into account what redress people seek when they complain. An apology is generally the most appropriate action, but other action may also be necessary in some circumstances.
List of remedies
Complaint details, outcomes and actions taken are recorded by us and used for service improvement. We record all complaints we receive and collate data from them to help us understand what types of problems are most prevalent, and how well we are doing to resolve them.
We value your feedback and expect to use it to help us to:
We will handle your information so that it is only processed and retained appropriately and legally, in line with data protection legislation.
If you are unable to contact us in writing as above and require a reasonable adjustment because you are a disabled person, please contact us via the contact details earlier provided.
Auxeum is committed to equal opportunities, and our aim is to make our corporate complaints policy easy to use and accessible to all of our customers. We will take reasonable steps to accommodate any reasonable adjustments you may have to enable you to access this policy or receive responses to complaints in other formats and provide such assistance as you may reasonably require.
Quality of service is an important measure for us of our effectiveness. Learning from complaints, including non-service complaints (complaints not covered by this policy), is a powerful way of helping continuous improvement at the company and enable us to better deliver to our values and standards. All non-service complaints will be looked at by a responsible manager, and a response, if required, sent to you directly within 20 working days where possible. Non-service complaints should be sent to head office.
As well as learning from your complaints we are also interested in ideas you may have on how we might do things better. We would also like you to tell us when we do things well.
Your comments will be passed on to the relevant manager, and we will use them to help improve our service and the way we do things. You can make your comments by contacting any members of our staff.
If a complaint is received directly to Auxeum regarding the service we provide on behalf of any customer/service partner, a manager will deal with the complaint as above. If a complaint about our service is received through our customers/service partners, the customer/service partner will lead the complaint and Auxeum will investigate as above and send the report/statements required to the customer/service partner within the timescales as above. If the complaint requires further investigation due to its seriousness, the investigation will be reviewed by the Nominated Individual.
Receiving compliments is an opportunity to celebrate and recognise success. Auxeum will ensure that:
Verbal, positive feedback from Service Users and relatives is also deemed a compliment and will be recorded and shared with colleagues.
Compliments form a core agenda item at staff, Service User and relative meetings.
Suggestions can be made verbally or in writing and generally are in response to seeking a means of changing practice for the better.
Suggestions are not complaints, but in some circumstances, if they are not considered or actioned, they could lead to a complaint.
When suggestions are raised in meetings or as part of a conversation, these will be documented and then outcomes of such suggestions recorded to show consideration.
Staff will be encouraged to share their suggestions, or suggestions received by relatives and Service Users, with the registered manager.
The registered manager will consider implementing a suggestions system to encourage comments from Service Users and staff.
Auxeum will monitor, review and analyse all information received about the service as a means of continuously reviewing performance, quality and safety.
Auxeum operates with an ethos of continuous improvement and will:
Auxeum values feedback from complaints as a critical tool for continuous improvement. It commits to thoroughly analysing all complaints received to identify patterns and areas for enhancement. Specific actions or changes that may be implemented based on complaints include revising policies, providing additional staff training, updating procedures, and enhancing communication channels. Each complaint will be documented and actionable insights and lessons learnt will be shared with relevant stakeholders to ensure that corrective measures are taken promptly to prevent recurrence and improve overall service quality.
As part of the commitment of Auxeum to good governance, the complaints process will remain effective and responsive, using a process of regular reviews and assessments. This includes audits of complaint records to evaluate response times, resolution rates, and customer satisfaction post-complaint resolution.
Auxeum will also gather feedback from complainants on their experience with the complaints process. Findings from these reviews will be used to refine the complaints handling procedures, ensuring they are user-friendly, efficient, and aligned with best practices. Regular staff training will be conducted to keep all team members updated on any changes and to reinforce the importance of effective complaint management.
Auxeum is committed to the growth and development of the service. As such we recognise that concerning trends identified over time or processes that do not seem to be working may benefit from an independent review. Auxeum will seek external support from an independent consultant should it be deemed necessary.
Without feedback it is impossible to improve our service. We have a strong ethos on embracing the feedback we receive be it a compliment or concern to enhance our service.
As part of our commitment to create and maintain a positive culture, we embed this ethos in our staff training from induction onwards to make sure that any feedback is viewed as a catalyst for improvement. If we do not know about it, we cannot do anything to improve or change it.
We share our overarching identified lessons learned and outcomes with both staff and Service Users to make sure that they feel part of this process, are kept informed and are invested in our commitment for the betterment of the service.
Responsive
Well, Led
QSC2: Treating people as individuals.
QSR4: Listening to and involving people.
QSS3: Safeguarding
Mit dem Laden des Videos akzeptieren Sie die Privacy policy von YouTube.