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7 August 2026
Harry Goulding is The London Clinic’s Head of Client Services, managing our Health Concierge service – a discreet, personalised service for patients who value a dedicated point of contact throughout their healthcare journey.
For Harry and his team, the aim is simple: to make healthcare feel easier, smoother and more personal for the people who need extra support.
The requests handled by the team can be varied. Some are practical, such as dietary needs, room preferences, family arrangements, transport or last-minute changes. Others are more personal, including support for meaningful moments for patients and families during their care.
Harry works alongside two Health Advocates, Hidaya and Louise, in the Client Services Team, who deliver Health Concierge. But their work reaches across many parts of the hospital, from Patient Access and the International Office to nursing, imaging, business development, consultants, security and discharge teams.
The team helps patients reach the right consultant, coordinate appointments, scans or procedures, access relevant medical information and arrange follow-up care. This can include meet and greet, dedicated check-in away from the main reception desk, private waiting arrangements, discreet movement around the hospital, and help with discharge planning or support at home.
We are that single point of contact that connects all the dots and makes things happen.Harry Goulding, Head of Client Services
“If someone is time-poor and does not have time to do all the admin or research consultants, the team is there to facilitate ease of access and make everything quick and efficient,” Harry says. “It is that hand-holding – a bit like having an executive assistant, but for your health.”
The team also supports high-profile patient pathways, where additional privacy, security or scheduling needs may need to be managed.
For these patients, Health Concierge helps reduce unnecessary touchpoints, share information only on a need-to-know basis, and work with the right teams so each visit feels calm, secure and respectful.
“It is not about giving better clinical care,” Harry says. “It is about recognising that some patients have extra privacy, security or scheduling needs and making sure these are managed properly.”
Another important part of Harry’s team is the partner referral line, which launched in January.
The line gives trusted referrers, including key GPs and external concierge agencies, a clear single point of access into The London Clinic. It helps make sure referrals are handled clearly and efficiently, while supporting strong relationships with people and organisations who regularly refer patients to us.
The team helps patients reach the right consultant, coordinate appointments, scans or procedures, access relevant medical information and arrange follow-up care. This can include meet and greet, dedicated check-in away from the main reception desk, private waiting arrangements, discreet movement around the hospital, and help with discharge planning or support at home.
You need good relationships across the hospital. The service works best when everyone is joined up.Harry Goulding, Head of Client Services
Harry says the role needs organisation, calmness and strong communication.
A big part of the job is joining things up between patients, families, consultants, clinical teams and operational teams. Discretion, emotional intelligence, attention to detail and good relationships across the hospital are also essential.
One of the things Harry enjoys most about his role is the variety.
“No two days are the same,” he says.
He enjoys the problem-solving side of the work. There are often many moving parts, and it is satisfying when the planning comes together and the patient has a smooth, calm experience.
The challenge is that things can change quickly. Appointments may move, patient needs may change, travel plans may shift, and teams may need to respond at short notice.
“You have to stay flexible, manage expectations and find solutions that work for the patient, clinical teams and the hospital,” Harry says.
Looking ahead, Harry wants to continue growing awareness of Client Services across The London Clinic, so colleagues and consultants understand when the team can help and what support is available.
“We want to expand our presence and awareness within the organisation,” Harry says. “We want to be a trusted partner to our consultants.”
Through Client Services, Harry and the team help bring together the people, processes and support that allow patients to feel cared for from first contact to follow-up.
