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Your opinion matters to us

At The London Clinic we are committed to providing a high standard of care to our patients, their families and friends. We continually monitor and look for ways to improve the care we deliver.

Patient Satisfaction Questionnaire and Your Views

We would be grateful if you could take the time to complete the patient satisfaction questionnaire which will be provided to you during your stay with us.  If you would like assistance with filling the questionnaire in please do let us know.  If you prefer, you can write to us to let us know your views by addressing your letter to:

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

Making a complaint

The London Clinic understands that patients and their families are often anxious about raising concerns during their admission. We would like to reassure you that your care will in no way be compromised should you let us know that you have 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.

To raise a concern:

Please raise these 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 address above no later than six months after the incident occurred. 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
70 Fleet Street
London EC4Y 1EU
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.

Care Quality Commission

The London Clinic is regulated and inspected by the Care Quality Commission (CQC). The CQC follows the Essential Standards of Quality and Safety in Healthcare as set out in the Health and Social Care Act 2008.  A copy of The London Clinic's recent CQC inspection can be found at www.cqc.org.uk.

BY POST

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

By telephone

020 7535 5500

BY EMAIL

patientexperience@thelondonclinic.co.uk

Appointment enquiries: +44 (0) 20 3944 1073 Concierge service: +44 (0) 203 219 3323 Self-Pay service: +44 (0) 203 918 7301International office: +44 (0) 203 219 3266 Invoice and payment enquiries: +44 (0) 207 616 7708 General enquiries: +44 (0) 20 3918 9135

Breast services appointments: +44 (0) 207 616 7653 Diagnostics appointments: +44 (0) 207 616 7653 Endoscopy appointments: +44 (0) 207 616 7760 Eye centre appointments: +44 (0) 207 616 7768 Haematology appointments: +44 (0) 207 535 5503 Kidney services appointments: +44 (0) 207 224 5234 Liver services appointments: +44 (0) 207 616 7719 Physiotherapy appointments: +44 (0) 207 616 7651 Radiology appointments: +44 (0) 207 616 7653

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