Concerns & complaints
Giving Feedback – Listening. Acting. Improving
At Cancer Centre London, we are committed to providing the very best possible patient experience. Your feedback is a really important way of helping us to achieve this.
Although the staff who look after you will do all they can to make sure that you are treated sensitively and promptly, it is acknowledged that things may occasionally go wrong. However, we take the view that when there has been cause for complaint, it is important to acknowledge this, to put things right quickly wherever possible and to ensure we learn and improve from the feedback received. We will therefore investigate your concerns with those who are directly concerned with the provision of your care, and respond as quickly as possible.
This information tells you what to do if, for any reason, you wish to make a complaint about your care or treatment.
In the first instance, if you are unhappy with any aspect of your care, however small, please speak to any member of staff and we will endeavour to put things right straightaway.
If this cannot be done, or you remain dissatisfied, either the Director of Nursing or the Hospital Director will be happy to speak or meet with you to resolve your concerns. Any member of staff can make contact with them or, in their absence, an alternative member of the Senior Management Team.
If you wish to express your concern or complaint in writing, please contact:
The Hospital Director
Cancer Centre London
49 Parkside, Wimbledon, London SW19 5NB
Please note that complaints should normally be made as soon as possible and within six months of the date of the event complained about. The time limit may sometimes be extended (so long as it is still possible to investigate the complaint). An extension may be possible, such as in situations where it would have been difficult for you to have complained sooner.
Your letter will be acknowledged in writing within three working days of receipt and an investigation will begin into your complaint. If you submit a complaint via email we will treat your complaint in the same way as we would a written complaint.
All complaints are taken seriously and are handled openly and honestly in a bid to be fair to all concerned and to conclude matters to the satisfaction of all parties as soon as possible.
You will receive our written response within 20 working days. If our investigations should take longer, we will keep you informed. We always try to learn from a complaint and, if appropriate, will adjust our working practices to avoid similar complaints arising.
If you are not satisfied with our response, you may take this up with the Hospital Director/Clinic Manager, who will either try further to explain our response or, in some circumstances, and with your agreement, will arrange an appointment for you to meet with those involved in your care in an attempt to reach a satisfactory conclusion.
It is always our intention to resolve matters amicably but, if you are still not satisfied, then you may write to the Chief Executive of Aspen Healthcare, the company that owns Claremont Private Hospital .Should you wish to escalate your complaint in this way, you must do so in writing, within six months of the final response to your complaint from Claremont Private Hospital:
The Chief Executive
Aspen Healthcare Limited
Centurion House (3rd Floor)
37 Jewry Street, London EC3N 2ER
If you remain dissatisfied having exhausted the company’s local complaints procedure you may request an independent external review. The procedure is for you to write to the ISCAS Secretariat to request a stage three investigation at:
Independent Sector Complaints Adjudication Service
70 Fleet Street, London, EC4Y 1EU
T: 0207 536 6091
This must be done within six months of receipt of the letter from the Chief Executive. The External Adjudication Secretariat will then communicate with you to outline the procedure that they will follow in the investigation of your complaint. You can read and download the ISCAS Code of Practice here.
The Hospital is also regulated by the Care Quality Commission, which monitors the Hospital’s compliance with the Health and Social Care Act 2008. The Commission can be contacted via their website at www.cqc.org.uk or at:
Care Quality Commission National Customer Service Centre
Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA
Finally, should you have any questions or comments in relation to how your concern / complaint is dealt with, then please do not hesitate to contact the Hospital Director on 020 8971 8000.