Duty of Candour Policy

Effective Date: 01 May 2025
Review Date: 30 April 2026
Applies to: All staff working within or on behalf of Gwen Inglis Aesthetics

1. Purpose

At Gwen Inglis Aesthetics, we are committed to providing safe, ethical, and high-quality care. This policy ensures we meet our professional and legal obligations under the Duty of Candour by being open, honest, and transparent with clients if something goes wrong during or after treatment.

2. Scope

This policy applies to all practitioners and staff delivering aesthetic treatments, including (but not limited to):

  • Injectable treatments

  • Medical-grade skincare services

3. What is Duty of Candour?

Duty of Candour is a professional responsibility to:

  • Be open and honest when an adverse event occurs

  • Inform clients promptly when harm has occurred

  • Provide a sincere apology

  • Explain what happened and what will be done next

  • Learn from incidents to prevent recurrence

4. Definitions

Notifiable Incident
An unintended or unexpected event during treatment that results in, or could result in, harm or distress.

Moderate Harm
Harm requiring unplanned clinical intervention or ongoing treatment
(e.g. infection, vascular occlusion, visible scarring)

Severe Harm
Permanent or life-altering damage
(e.g. tissue necrosis, loss of function)

Apology
A sincere expression of regret. An apology does not imply legal liability

5. Our Responsibilities

All Practitioners

  • Recognise and report any adverse incidents promptly

  • Act in the best interests of the client at all times

Clinic Owner / Lead Practitioner

  • Lead all Duty of Candour communications

  • Ensure timely and appropriate disclosure to the client

  • Oversee investigation and documentation

  • Implement improvements to reduce future risk

6. Our Procedure

If an adverse event occurs, we will:

1. Identify the Incident - Assess whether a notifiable incident has occurred.

2. Provide Immediate Care - Deliver appropriate treatment, corrective action, or referral if required.

3. Inform the Client - Communicate openly with the client as soon as possible.

4. Apologise - Offer a sincere and compassionate verbal apology.

5. Document the Incident

  • Record full details in the client’s clinical notes

  • Provide a written summary to the client

6. Review and Learn

  • Investigate the cause of the incident

  • Implement changes (e.g. updated protocols or training)

7. Annual Reporting

  • Maintain a record of adverse events

  • Provide reports to relevant authorities upon request

7. Communication with Clients

We will always ensure that communication is:

  • Clear and honest

  • Timely

  • Respectful and empathetic

  • Supportive of the client’s wellbeing

Clients will be offered the opportunity to ask questions and receive ongoing care where needed.

8. Continuous Improvement

We are committed to:

  • Learning from all incidents

  • Improving clinical practice and safety standards

  • Maintaining transparency and trust with our clients

9. Contact

If you have any questions about this policy or wish to discuss any aspect of your care, please contact:

Gwen Inglis Aesthetics
1 St Colme Street
Edinburgh, EH3 6AA
📞 07982 899094
✉️ gweninglisaesthetics@gmail.com

Have a concern about your treatment?
We encourage all clients to contact us directly so we can support you promptly and appropriately.