Your feedback

At The London Clinic, we're committed to providing a high standard of care to our patients, their families and friends. It’s a value we hold close to our hearts.

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How to give feedback

We continually look for ways to improve the care we deliver.

During your stay with us, we may ask you to complete a patient satisfaction questionnaire.

Your comments and suggestions help us to improve our service, so that we're always providing the very best care for our patients.

Let us know if you need help with filling in the questionnaire, and we'll be happy to assist you.

Fill out an inpatient day care survey

Fill out an outpatient survey

Alternative contact methods

If you prefer, you can let us know your views by sending a letter, calling us or emailing us. Please find our contact details below.

Patient Experience Manager

The London Clinic
20 Devonshire Place
London
W1G 6BW

020 7535 5500

Protecting your information

We don't actively collect personal data through our patient surveys.

If you do provide us with your personal data as part of your responses, you can be assured that The London Clinic is fully committed to compliance with Data Protection and medical confidentiality guidelines. 

Your information will be held securely by us and will only be used to improve our services. Please see our Privacy Notice for further details on how we use personal data.

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What should I do if I have a concern about the treatment I've received?

Please do let us know if you have any concerns. We understand that patients and their families may feel anxious about raising concerns during their stay.

However, we'd like the opportunity to resolve your concern when it occurs, ensuring the rest of your visit is as trouble-free as possible.

Your care will in no way be compromised if you do let us know about a concern.

We welcome the opportunity to resolve your concern at the time it occurs ensuring the rest of your visit is as trouble free as possible so please do let us know.

Please raise any concerns directly with the member of staff caring for you.  

Our staff may need to escalate your feedback to the senior nurse on duty and/or our Patient Experience Manager for further intervention or support.

In the event you wish to make a written complaint please write to us directly at the following address no later than six months after the incident occurred.

Patient Experience Manager
The London Clinic
20 Devonshire Place
London
W1G 6BW

If your concern took place more than six months after you have raised it we may not be able to fully assist you with your complaint.

All comments and complaints are investigated thoroughly and are confidential. Your letter should include a summary of your concerns and both where and when the events took place.

During the investigation of your complaint a senior manager or our Patient Experience Manager may offer to speak with you about your concerns or offer to meet to resolve your complaint.

All meetings will be followed up in writing by The London Clinic.

If a relative or friend wishes to raise a concern or complaint on your behalf we will require written consent from you before we can discuss information related to your care. This is to ensure your confidentiality is protected.  

The London Clinic will also share a summary of the complaint with you as it is important for you to understand the contents of the concern being raised.

When you make a complaint The London Clinic will share your concerns with relevant staff and/or your consultant to help us investigate your feedback and provide you with a response. If you do not wish for us to contact the relevant staff or consultant please do let us know although this will limit our investigation on your behalf.

The London Clinic is a member of ISCAS (Independent Sector Complaints Adjudication Service) and follows their three stage complaint process.  

A full copy of the ISCAS code of practice can be found at www.iscas.org.uk.

Stage 1 - Local resolution

  • When we receive your complaint you will receive a written acknowledgement within two working days of receipt unless a full response can be sent to you within five working days.
  • If we cannot provide you with a written response within five working days we will aim to provide you with a response within 20 working days of the date of your complaint.
  • If we cannot provide you with a full response within 20 working days we will write to you notifying you of any delays. In this situation we will regularly update you on the progress of your complaint.

Stage 2- Internal appeal

If you remain concerned with our response at Stage 1 you are entitled to have your complaint reviewed at Stage 2. In order to conduct a Stage 2 review you should write to the Chief Executive within six months of the date of our final Stage 1 letter outlining your concerns regarding our response.

The Chief Executive will carry out an objective and impartial review of your Stage 1 complaint with members of The Quality Review Group (QRG). Please write to:

The Chief Executive
The London Clinic
20 Devonshire Place
London W1G 6BW

  • Once we have received your complaint you will receive a written acknowledgement within two working days of receipt.
  • A written response following the Stage 1 review will be provided to you within 20 working days of receipt.
  • If we cannot provide you with a full response within 20 working days we will write to you notifying you of any delays. In this situation, we will regularly update you on the progress of your complaint.

Stage 3- Independent External Adjudication

If you are dissatisfied with the outcome of the review at Stage 2 and QRG you may refer your complaint to ISCAS for an independent external review.

You must contact ISCAS in writing within six months of receiving your final reply from the Chief Executive at Stage 2 if you wish to register your request for an independent external review at the address below:

Independent Sector Complaints Adjudication Service
100 St Paul's Churchyard
London EC4M 8BU
T: 0207 536 6091

ISCAS will provide you with further details of this stage of the complaint process. It is important that you read the details provided carefully before deciding whether or not to proceed.

It may be necessary to take independent legal advice before you make a decision to proceed.

Once you have confirmed that you wish to proceed, ISCAS will make the necessary arrangements. You can then expect:

  • An independent external adjudicator to review your case
  • To be kept informed of the timing of events by the adjudicator
  • To be notified of the final decision in writing with explanations.

Please note that the adjudicator’s decision is final and binding but does not affect your right to take legal action.

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Get in touch

Contact us if you have any questions or wish to speak with one of our team.