…Procedures for dealing with complaints.. Having worked hard over 20 years to build a reputation as the undisputed medical authority on hair restoration, the International Society of Hair Restoration Surgery (ISHRS) has grown into a stronger, wiser, more progressive, transparent and accountable society. Surgical techniques have evolved significantly to deliver transplants that are so natural in appearance they are difficult to detect to the untrained eye. Nowadays, hair restoration physicians using best practice techniques utilise a synergy of medical training, mathematics, science and artistry to create natural looking hair transplants. This is significantly different from the procedures and surgical techniques practiced over 15 years ago. But, like all individuals, professions and organisations that have undergone growth and change, hair restoration physicians have to acknowledge and learn from past mistakes. And, it can not be taken for granted that all doctors working in the field of hair transplantation will embrace the surgical concepts above. Physicians embracing ‘best practice techniques’ are always striving for continuous improvement and to surpass our patients’ expectations. When a patient’s expectations are not met and a complaint is made, a detailed investigation is undertaken. To investigate thoroughly, as much information as possible is required regarding the details of a patient’s concerns. The information required includes the patient’s full name, their date of birth, their home address at the time of the procedure, the date of the procedure as well as an address of the facility/clinic where the procedure was undertaken. And, if a patient has a concern or complaint it is valuable to hear about it as soon as possible. It is more difficult to investigate concerns for procedures that have taken place over five years ago. In the event that the complaint relates to a procedure that occurred over five years ago, the investigator will need to gain an understanding of why it wasn’t raised previously.