Disclaimer / Complaints Policy

Website disclaimer

This disclaimer governs your use of our website; by using our website, you accept this disclaimer in full. If you disagree with any part of this disclaimer, do not use our website.

Every effort is taken to ensure that the information published on this website is accurate and informative.

This website is provided for information only. It is not intended to replace a consultation with an appropriately qualified medical practitioner.

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Complaints Policy

Heathrow Medical Services is committed to providing a high quality independent healthcare service to all patients. All clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints
If you wish to speak to someone about an aspect of Heathrow Medical Services patient service, please try to do so as soon as possible, preferably before you leave the clinic premises. Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.

Written Complaints
All written complaints should be addressed to Ms I Kalenuka (Operations Manager) at the address below. Please describe as fully as you can the nature of your complaint stating the following information:

  • what you are unhappy about
  • when the incident took place, and
  • what clinic staff were present at the time.

Stage 1: Your complaint will be acknowledged in writing within three (3) working days of receiving the letter, unless a full reply can be sent to you within five (5) working days.

Heathrow Medical Services will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty (20) working days of the complaint being received.

If a full response cannot be given within twenty (20) working days of receiving your complaint, Heathrow Medical Services will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

Stage 2: If you are not happy with the conclusion of your complaint or how your complaint was handled in stage 1 you can contact Ms S Kumaran (Operations Director) at the address above. Your complaint will be acknowledged in writing by Ms S Kumaran within three (3) working days of receiving the letter, unless a full reply can be sent to you within five (5) working days.

Heathrow Medical Services will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. If a full response cannot be given within twenty (20) working days of receiving your complaint, Ms S Kumaran will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

Stage 3: If you are not happy with the overall outcome of stage 2 you have the right to escalate the complaint to ISCAS regarding any CQC Regulatory Activity (Independent Healthcare Sector Complaints Adjudication Service). Any other complaints will be dealt with via our Advisory Board and any other Regulatory Authority under whom the remit falls.

Independent Sector Complaints Adjudication Service
100 St Paul’s Churchyard
London
EC4M 8BU

T: 0207 536 6091
E: info@iscas.org.uk
www.iscas.org.uk