Contact

CONTACT US

Talk to our Team

There is nothing more important to us than you.

We want to ensure that you are happy at every stage of your journey, and if you're not we want to know why and what we can do to improve. Our clinic teams are always available to listen to you, whether your comments are good or bad, they record the details of every communication they receive and report it. Then we use this information to identify areas for improvement across the Group, to ensure we continue to provide the best service with the highest standards of care. 

If you have a comment to share please contact your Clinic Manager, in writing, on the phone or in person who will be delighted to speak with you.


PATIENT FEEDBACK

At The Harley Medical Group we pride ourselves on outstanding patient care, expert surgeons and dedicated Cosmetic Nurses.

To ensure we continue to deliver the highest standard of patient care and experience we appreciate you taking the time to share your thoughts and feedback.

We have partnered with the independent review site Trustpilot to collect your review, so if you've got a minute we'd appreciate hearing your opinion

Your views, positive and negative, are important to us and your feedback is fundamental to improving the services we offer.


COMPLAINTS POLICY

The Harley Medical Group aims to provide all patients with the highest standards of care and customer service. If we fail to achieve this we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service.

We know there is always room for improvement which is why we:

  • Listen to your complaints and resolve these wherever possible when you first contact us
  • Look at the root causes of our complaints and the impact for our customers, so we can fix the underlying problems
  • Look at all the different interactions our clients have with us, so we can make their whole experience better
     

Should you feel that you would like to make a more formal complaint please see our guidelines below.


Complaints  Procedure

The Harley Medical Group aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. 

  1. The complaints full policy is made available to Patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received. 
  2. Responses at all stages are made quickly:
    • A member of staff will telephone the Patient on the same day that we are made aware of the complaint
    • A full reply can be sent within 5 working days
    • A detailed written response will be sent within 20 working days
    • Where there are delays and the investigation is still in progress a letter will be sent explaining the reason for the delay to the Patient at a minimum every 20 days

 

THMG has a 3 stage process for handling complaints:

Stage 1: Local Resolution (Clinic Manager and Regional Operations Manager)

All complaints should be raised directly with the Clinic Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.

The Patient will be given a copy of our complaints procedure and invited to attend a face to face meeting with the Clinic Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

The Clinic Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members / doctors concerned. The Clinic Manager responds directly to the person who has made the complaint (following review by the Regional Operations Manager) whether the complaint was made verbally, by letter, text or email, however we do not respond to complainants via email.

 

Stage 2: Complaint Review (an Independent Regional Operations Manager)

Patients who remain dissatisfied with the outcome of stage 1 may request in writing within 6 months to have their complaint moved to stage 2 where the handling of the complaint will be reviewed by.

A Regional Operations Manager within the Company who has not been involved with the complaint at stage 1.  The Regional Operations Manager will interview staff concerned and review all documentation to form an independent view of the handling of the complaint. The Regional Operations Manager will respond directly to the Patient either upholding or not upholding the complaint.

 

Stage 3: Non-Surgical Patients (Operations Director)

Patients who remain dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months to THMG Operations Director.

Stage 3: Surgical Patients - Independent External Adjudication by (ISCAS) the Independent Sector Complaints Adjudication Service www.iscas.org.uk

Patients who remain dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months of the final response to stage 2 for independent adjudication. ISCAS will only become involved if the first two stages of the process have been completed and will, in the first instance, liaise with THMG to establish this.

 


Please use the form below to tell us a little more about yourself so we can deal with your enquiry. If you prefer please call us on 0800 085 4984 - we are available: 9am - 6pm (Mon-Fri), 9am - 5pm (Sat), 10am-4pm (Sun).

* indicates required field

How would you like us to contact you ?
Choose the procedure you would like to enquire about:
About you
Address


We take pride in the quality of our service and customer care and for these purposes, one of our operators may call you in the future.