We are committed to delivering safe, high quality, cost-effective healthcare
We will do our best to ensure the time you spend in our hospital is as comfortable as possible and to 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.
How do I make a written complaint?
Please write to the hospital's Registered Manager at:
Schoen Clinic London
66 Wigmore Street
The hospital’s Registered Manager will acknowledge your complaint letter within two working days, unless a full reply can be sent within five working days of receiving it. All documentation will be forwarded to the internal person handling the complaint.
The Registered Manager is responsible for investigating the complaint and the hospital 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 Registered Manager 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 hospital will send you a full written response.
The complaints process
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 hospital’s Senior Management Team and Registered Manager.
2. Internal Appeal
Your complaint will be the responsibility of the Hospital Director.
3. Independent External Adjudication
At this level, the external organisation ‘Independent Sector Complaints Adjudication Service’ (ISCAS) will handle your complaint.