Raising a Concern
How to raise a problem with the clinic, who reads it, what happens next, and what to do if the answer does not satisfy you.
The formal escalation route and the response time the clinic commits to are missing from this page. Both must be confirmed by the clinic and stated here before publication; neither should be estimated.
Tell us early rather than politely
Most problems are easier to solve while they are small, and the most common reason one becomes large is that nobody wanted to make a fuss. If something is not as it was described, say so at the time.
That applies while you are here and after you are home. A concern raised months later is still worth raising.
How to raise it
Use the contact route you were given, which reaches a person rather than a form. If you no longer have it, use the contact page on this site.
Say what happened, when, and what you would like done. If it concerns something clinical, say who you saw and on which day; that is usually enough for the notes to be found.
What happens next
Your concern is read by a person, not filed. Where it is clinical, it goes to the surgeon involved. Where it concerns the arrangements, it goes to the consultant who ran your plan.
You will be told who is handling it and what they intend to do. If we got something wrong, you will be told that too.
If you are not satisfied with the answer
You can ask for the matter to be looked at by someone who was not involved. The formal route for that, and the body it can be escalated to, are to be confirmed by the clinic and stated here.
Raising a concern does not affect the care you receive, and it does not affect any arrangement already agreed with you.
What we do with what you tell us
Complaints are the cheapest source of information a clinic has about itself. What we learn from yours is used to change how the next plan is run.
Your details are handled in the same way as anything else you send us. The privacy page explains that.