Complaints policy

Queen Square Private Healthcare

 

Feedback, Comments and Complaints

Whether you are a patient, relative or a visitor to any of one of our facilities, we aim to ensure that your experience is a positive one.

We welcome all feedback about our facilities, services and staff and will use your comments to continually work on improving and developing the care we provide.

 

How to leave feedback

We welcome all visitors to leave feedback at the end of their visit using our patient satisfaction survey tablets which are located at the main reception in each of our facilities.  Should you require assistance in completing the survey, our staff will be happy to help.

Each completed survey is recorded anonymously and reviewed on a monthly basis.  Whether feedback is positive or negative, we use all comments constructively, improving things where we fall short as well as praising staff where they have excelled.

If you would like to give feedback to a member of staff, or require an immediate response, each of our facilities also has a department manager who will be happy to help.  Please ask to speak to them directly if you experience any issues during your visit.

 

Making a formal complaint

If you need to make a formal complaint, we have a formal complaints procedure to ensure your complaint is dealt with efficiently and effectively.

Formal complaints should be sent in writing to the Chief Executive Officer at the following address:

Mrs Jodee Cooper
Queen Square Private Healthcare
8-11 Queen Square
London
WC1N 3AR

Following receipt of your complaint, the Chief Executive Officer will acknowledge receipt within 2 working days.

Following a full investigation into your complaint, you will then be sent a full written reply within 20 working days, unless we were able to address the problem immediately.  Depending on the nature of the complaint, it may take longer than 20 working days to conduct a thorough investigation.  If we anticipate that a response will take longer than 20 working days, the Chief Executive Officer will advise you of this.

If you are unhappy with the decision made following your complaint, you may complain directly to the Care Quality Commission.  However, the Care Quality Commission may decide that the complaint should be handled at a local level initially and return the complaint back to the relevant facility.

The Care Quality Commission can be contacted directly at:

Care Quality Commission
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 0845 6013012