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 any queries please call us or email us:
If you have any queries please call us or email us:
0330 838 4292 [email protected]
If you wish to make a COMPLAINT
If you are still unsatisfied after speaking to your clinic directly please read our complaints policy below.
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.
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.
- 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.
- 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. For Surgical Patients the decision must be approved by a THMG Director.
Stage 3: Non-Surgical Patients and surgical patients who have not undergone a procedure : Company Director or CEO
Clients who are dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months to the Clinic Manager.
Stage 3: Surgical Patients who have undergone a procedure : Independent external adjudication by the Independent Sector Complaints Adjudication Service (ISCAS) www.iscas.org.uk
Clients who are 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 to ISCAS. ISCAS will only become involved if the first 2 stages of the process have been completed as confirmed by THMG. THMG should also inform clients that it is their right to inform the following regulatory bodies:
Care Quality Commission (CQC) – England: 03000 616161 – www.cqc.org.uk
Healthcare Inspectorate Wales (HIW) – Wales: 0300 0628163 – www.hiw.org.uk
Please Click Here for Our Complaints Form
The Care Quality Commission
The Harley Medical Group is proud to be registered with The Care Quality Commission.
The Care Quality Commission is the independent regulator of health and social care in England. They monitor, inspect and regulate clinics and facilities to ensure fundamental standards of quality and safety are met. Their aim is to guarantee that people are treated with high-quality care in a safe, effective, compassionate environment.
The Care Quality Commission’s independent position allows them to publish their findings, without bias, to assist the general public make the best decision regarding their care.
The Harley Medical Group highly recommends only visiting clinics and facilities who are registered with the Care Quality Commission
If you would you have any feedback for the CQC then please click the link below and then use the online contact form