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Comments, Compliments and Complaints

Your feedback in important to us.

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As a leading specialist in orthopaedic and spinal treatment and services, we are committed to delivering safe, high quality, cost-effective healthcare. 

We always do our best to ensure that the time you spend in our hospital is as comfortable as possible and to provide you with excellent personal and professional care. However, there may be the rare occasion 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 London.

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 London, why not share your experience by leaving a review on Google?

Your feedback

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.

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 will respond to any concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature: medical, nursing, accommodation, food or administration.

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 six months from realising that there is 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 manager directly as they are always happy to help, or ask to see 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 department 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 in hospital. 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 Hospital 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: 

Hospital Director
Schoen Clinic London
66 Wigmore Street
London
W1U 2SB

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 Hospital 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 Hospital Director 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 Hospital 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 hospital 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 hospital level. If you are not happy with our response, please inform the Hospital Director and explain why.

If you are dissatisfied with the hospital’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 Hospital Director.

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. Depending on whether you are an NHS or private patient will determine where you write to. 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 hospital’s Senior Management Team and Hospital Director.

2. Internal Appeal

Your complaint will be the responsibility of the Managing Director

3. Independent External Adjudication

NHS Patients:
If you feel you have exhausted our local complaint process and you continue to remain dissatisfied with how your concerns/complaint has been handled, as an NHS patient you are entitled to raise your concerns with the Health Service Ombudsman who can be contacted in the following ways:

Tel: +44 3450 154 033
Fax: +44 3000 614 000
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

Or in writing to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
London
SW1P 4QP

 

Private Patients:
You must write to the Independent Sector Complaints Adjudication Service (ISCAS) Secretariat within six months of the final decision of the hospital’s internal review. The Secretariat will then raise the complaint with the hospital within ten working days of receipt. Once received, the hospital 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 London
File size PDF: 1.03 MB

Questions

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

Hospital Director
Schoen Clinic London
66 Wigmore Street
London
W1U 2SB


Tel: +44 20 3666 1482
Email: LON-comments@schoen-clinic.co.uk