Private GP | The Leading Clinic At Royal Kingston

Your Voice Matters
We are committed to delivering safe, ethical care. If something hasn’t met your expectations, we want to know, so we can put it right.

Our Complaints Policy

Introduction

The Leading Clinic at Royal Kingston (TLCARK) is committed to providing high-quality healthcare services to all our patients. We value your feedback and appreciate you bringing any concerns or complaints to our attention. This policy outlines our process for handling complaints and ensuring that they are resolved promptly and fairly.

Scope

This policy applies to all complaints related to the services provided by TLCARK including:

Clinical care
Administrative procedures
Staff conduct
Facilities and equipment

Definitions

Complaint: An expression of dissatisfaction about the services provided by TLCARK
Complainer: The person who makes a complaint.
Designated Person: A senior member of staff appointed to handle complaints.

Making a Complaint

The person responsible for handling complaints at TLCARK is Dr Haidar Saad. You can make a complaint in writing to Dr Haidar Saad or in person at the clinic. Please provide as much detail as possible about your complaint, including:

Your name and contact details
The date and time of the incident
A full description of what happened
The impact of the incident on you

Complaint Handling Process

Acknowledgement: We will acknowledge receipt of your complaint within two working days.
Investigation: We will investigate your complaint promptly and thoroughly. This may involve interviewing staff, reviewing records, and seeking expert opinion if necessary.
Response: We will aim to provide you with a full and final response to your complaint within 20 working days. The response will outline our findings, any action taken to address the issue, and an apology if appropriate.
Escalation: If you are not satisfied with our response, you can escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS). ISCAS is an independent organisation that provides a fair and impartial complaints resolution service for private healthcare patients. https://iscas.cedr.com/contact

Service users can also escalate their complaint to the Care Quality Commission (CQC) the UK Healthcare Regulator. https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider

Confidentiality

We will treat your complaint with the utmost confidentiality. Your personal information will not be shared with anyone outside of TLCARK Clinic without your consent.

Record Keeping

We will keep a record of all complaints received and the actions taken to resolve them. These records will be kept for a minimum of seven years.

Feedback

We welcome your feedback on our complaints handling process. Please let us know if you have any suggestions for improvement.

Commitment to Continuous Improvement

We are committed to learning from complaints and using this information to improve our services. We will regularly review our complaints handling process and make changes as necessary.

If you have any questions about our complaints policy or would like to make a complaint, please Contact Us.

Your Voice Matters We are committed to delivering safe, ethical care. If something hasn’t met your expectations, we want to know, so we can put it right.