Your feedback is important to us

We are committed to delivering safe, high quality, cost-effective healthcare

Schoen Clinic York is 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?

  • Via post:

It is helpful to put all formal complaints in writing addressed to the Registered Manager at:

Schoen Clinic York
The Retreat
Heslington Road
York YO10 5BN

Your letter should include:

  • Who or what has caused your concerns
  • Where and when the events took place
  • What action you have already taken, if any
  • What results you want from your complaint.

The hospital 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 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, a hospital 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: 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 management team.

2. Internal Appeal

Your complaint will be the responsibility of the Hospital Manager.

3. Independent External Adjudication

At this level, the external organisation ‘Independent Sector Complaints Adjudication Service’ (ISCAS) will handle your complaint.

The complaints process - more information
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