Central London Healthcare is committed to providing a high standard of patient care and places a high priority on the handling of complaints. The organisation recognises that feedback is a valuable aid to improve the services we provide.
How to make a formal complaint
A complaint must be made within 12 months. Written complaints should be sent to:
Central London Healthcare
1b Harewood Row
Or emailed to: firstname.lastname@example.org
How we will deal with your complaint
We will acknowledge your complaint within 2 working days using the method of contact you have specified on your complaint letter and we will aim to provide you with a full written response in no more than 21 working days unless a different timescale has been previously agreed with you.
We may contact you to discuss your concerns further. We may be able to resolve some problems by telephone, but others may need a detailed investigation and of course the Managing Director is happy to meet directly with patients where this may be seen as beneficial to the patient.
What if you are dissatisfied with the response
If you are not satisfied with the response, you have the right to take the complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS. You can write to the Ombudsman at:
The Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
Helpful Contact Details
If you need support with making your complaint you can contact the NHS Complaints Advocacy Service. The NHS Complaints Advocacy Service is a free independent service that provides advocacy support to people who wish to make a complaint against the service received from the NHS.