Job Description

Compliance Manager - Hair Transplant & Medical Aesthetics (UK)

Location : United Arab Emirates

Reporting To

Medical Director / Operations Director

Role Overview

The Compliance Manager is responsible for ensuring that the clinic operates in full compliance with UK healthcare regulations, medical ethics, and consumer protection laws, while effectively managing patient complaints, refunds, and dissatisfaction. The role focuses on risk mitigation, patient satisfaction recovery, complaint reduction, and ethical revenue protection, supporting the clinic's reputation and long-term sustainability.

This role acts as a key liaison between patients, clinical teams, sales staff, senior management, and external regulators.

Key Responsibilities

1. Complaints Handling & Patient Relations

Act as the lead officer for patient complaints, in line with CQC complaints regulations

Manage complaints relating to:

Hair transplant outcomes

Medical care standards

Informed consent and expectations

Communication and aftercare

Ensure complaints are:

Acknowledged promptly

Investigated fairly

Resolved within agreed timescales

Maintain a compliant complaints log and provide reports for audits and inspections

2. Refunds, Redress & Financial Risk Management

Assess refund and redress requests in line with:

Consumer Rights Act 2015

Clinic terms & conditions

Signed consent and treatment agreements

Recommend alternatives to refunds where appropriate, such as:

Corrective procedures

Extended aftercare or medical review

Ensure refund decisions are consistent, transparent, and legally defensible

Minimise financial exposure from chargebacks, disputes, and legal claims

3. Patient Satisfaction Recovery & Conflict Resolution

De-escalate high-risk or distressed patient situations using structured mediation techniques

Coordinate clinical reviews with surgeons and medical practitioners

Restore patient confidence through clear, evidence-based communication

Prevent escalation to legal complaints, ombudsman cases, or negative online exposure

4. Complaint Reduction & Continuous Improvement

Analyse complaint trends and identify systemic risks

Work with:

Clinical teams to improve outcome communication

Sales teams to ensure realistic expectation setting

Review and improve:

Consent processes

Pre-operative education materials

Aftercare protocols

Lead initiatives aimed at reducing repeat complaints and refunds

5. Ethical Upselling & Revenue Protection

Support ethical upselling aligned with:

GMC ethical guidance

ASA advertising standards

Ensure patients are fully informed and suitable for:

Additional sessions

PRP or adjunct therapies

Long-term aftercare packages

Train staff to promote treatments responsibly, without pressure or misrepresentation

6. Regulatory & Legal Compliance

Ensure compliance with:

Care Quality Commission (CQC) regulations

General Medical Council (GMC) standards

Advertising Standards Authority (ASA) rules

GDPR / UK Data Protection Act 2018

Prepare for inspections, audits, and regulatory reviews

Act as point of contact for legal advisors and external bodies when required

7. Policies, Training & Governance

Develop and maintain compliance policies, SOPs, and risk registers

Train staff on:

Complaints handling

Consent and documentation

Ethical patient communication

Promote a culture of compliance, accountability, and patient-centred care

Essential Skills & Experience

Proven experience in healthcare compliance, medical aesthetics, or regulated medical services

Strong knowledge of UK healthcare regulations and patient rights

Demonstrated experience managing complaints and disputes

Excellent communication and conflict resolution skills

Ability to work collaboratively across clinical, sales, and operational teams

Strong documentation and reporting skills

Desirable Qualifications

Compliance or governance qualification (e.g. ICO, CQC, or NHS-related training)

Background in medical aesthetics, cosmetic surgery, or private healthcare

Training in mediation, complaints management, or risk management

Key Performance Indicators (KPIs)

Reduction in patient complaints

Reduction in refund and chargeback rates

Improved patient satisfaction outcomes

Successful regulatory inspections and audits

Ethical upsell conversion and patient retention

Equality & Compliance Statement

Job Type: Full-time

Pay: AED5,000.00 - AED10,000.00 per month