Disclaimer / Complaints Policy

Website disclaimer

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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 S Kumaran (Practice Manager) at the address above. 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 Dr S Alvi (Medical Director) at the address above. Your complaint will be acknowledged in writing by Dr S Alvi 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, Dr S Alvi 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 (Independent Healthcare Sector Complaints Adjudication Service):

Independent Sector Complaints Adjudication Service
70 Fleet Street
London
EC4Y 1EU

T: 0207 536 6091
E: This email address is being protected from spambots. You need JavaScript enabled to view it.
www.iscas.org.uk