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Comments, Compliments and Complaints

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Schoen Clinic Chelsea is dedicated to providing patients with safe, quality and cost-effective healthcare via our specialised services.

We always strive to ensure your experience at our outpatient clinic is as efficient and comfortable as possible and we aim to provide you with the best possible level of professional care.

We provide you with excellent personal and professional care, but there may be times when your expectations are not met. We therefore appreciate all feedback regarding the care and service that you, your family or others experience during your visit to Schoen Clinic Chelsea.

Share your experience

We appreciate all feedback we receive from our patients and visitors. Positive reviews can really help others who may be considering treatment.

If you are particularly happy about the care you have received at Schoen Clinic Chelsea, why not share your experience by leaving a review on Google?

Your feedback

We hope you find our clinic comfortable and that you do not have any concerns about the care you receive. If you do encounter any problems, however small, we ask that you tell us as soon as possible. We welcome any feedback regarding the care and service that you, your family or others experience during your visit. Please highlight any concerns as soon as they arise, rather than waiting, so that we may resolve these in a timely fashion.

Where things need to be improved, you can make a comment or provide feedback at any time, and to any member of our staff. We would encourage you to do this at the earliest opportunity, as most issues can be resolved quickly and informally. You can do this at any time from the beginning of your relationship with us until 28 days from realising that there is a problem. This time limit can be reviewed on a case-by-case basis, as we consider every issue individually.

If you encounter any problems, no matter how small, please tell us as soon as they arise rather than waiting, so that we can address them as soon as possible, as most issues can be resolved quickly and informally. You can do this at any time from the start of your relationship with us until 28 days after discovering a problem. This time limit can be reviewed on a case-by-case basis, as we look at each issue individually.

 

How to make a complaint

If you feel that your feedback has not resolved the issue to your satisfaction, you may choose to make a formal complaint. Our complaints policy ensures that your concerns are investigated and you are given a full and prompt reply.

Any complaint that we receive is treated in confidence. We undertake to investigate all complaints courteously and sympathetically and to provide a rapid response within nationally recognised timelines.

Making a verbal complaint

You can make a verbal complaint to any one of our colleagues. Or you can speak to the Clinic Director or the senior person on duty. It’s a good idea to make a note of when your complaint was made and who you spoke with. The manager will attempt to resolve your concerns immediately. If this is not possible, your concerns will be investigated further.

The investigation will be completed within two working days if you are still attending the clinic. If you have been discharged, you will receive a letter acknowledging receipt of your complaint within three working days and then a full response within 20 working days from the Clinic Director.

 

Making a complaint by post

It is helpful to put all formal complaints in writing. If your complaint is about a member of our clinical team you should address your complaint to: 

The Clinic Director
Schoen Clinic for Mental Health Chelsea
13a Radnor Walk
London
SW3 4BP

Please ensure the letter includes who or what caused your concern, when and where the events took place, whether you have taken any actions and what results you would like to see.

The Clinic Director will acknowledge your complaint letter within 3 working days, unless a full reply can be sent within 5 working days of receiving it. All documentation will be forwarded to the internal person handling the complaint.

The Clinic Director is responsible for investigating the complaint and the clinic will write to you with the outcome within 20 working days. If a full response cannot be given at this point, you will receive a letter explaining the reason for the delay. In any event, you will receive a holding letter every 20 working days until the matter is resolved.

When investigating the complaint, the Clinic Director or a senior manager may offer to call or meet you to talk about your concerns. After the meeting, if no further action is proposed, the clinic will send you a full written response.

By our online complaints and feedback form

Please fill in our online contact form.

You can choose to be notified by email, phone or post that your feedback has been received. You will receive confirmation the same day if you chose to be notified by email, otherwise the procedure for postal letters apply (please see above).

What happens if I am not happy with the response?

Our aim is to deal with your complaint as quickly as possible at clinic level. If you are not happy with our response, please inform the Clinic Director and explain why.

If you are dissatisfied with the clinic’s response, you can ask for an internal appeal as stage two. You will need to do this within six months of the date of the final written response from the Clinic Director.

If you are dissatisfied with the Internal Appeal and the decision of the UK Managing Director, you have the right to refer your complaint for an independent review. Details are below.

 

The complaints process: step-by-step

The complaints procedure has three stages and involves the following people and/or organisations:

1. Local Resolution

At this level, your complaint will be handled by the clinic’s Senior Management Team and Clinic Director.

2. Internal Appeal

Your complaint will be the responsibility of the UK Managing Director.

3. Independent External Adjudication

If you are dissatisfied with the Internal Appeal and the decision of the Managing Director, you have the right to refer your complaint for an independent review.

You must write to the Independent Sector Complaints Adjudication Service (ISCAS) Secretariat within six months of the final decision of the clinic’s internal review. The Secretariat will then raise the complaint with the clinic within ten working days of receipt. Once received, the clinic will then send all the relevant information to the Secretariat. You can request an independent adjudication of Schoen Clinic’s decision by writing to:

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


Website: www.iscas.org.uk

Comments, Compliments & Complaints at Schoen Clinic Chelsea
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Questions

If you have any questions about our Complaints Policy, please contact Schoen Clinic Chelsea by writing to:

Schoen Clinic for Mental Health Chelsea
13a Radnor Walk
London
SW3 4BP

Tel: +44 20 4571 6312
Email: CHE-enquiries@schoen-clinic.co.uk