Talk to us
At HealthClinic2You, we are committed to providing high-quality, patient-centred care. However, we recognise that things may not always go as expected. If you are unhappy with any aspect of our service, we welcome your feedback so we can investigate, learn and improve.
How to raise a concern
Most concerns can be resolved quickly and informally. If you feel comfortable, you can raise your concern with a member of our team during or after your appointment.
Alternatively, you can contact us directly:
Email: info@healthclinic2you.com
Complaints can be made verbally or in writing.
Timeframes
We ask that complaints are made within 6 months of the issue occurring, or from when you became aware of the matter.
We will:
- Acknowledge your complaint within 3 working days
- Aim to investigate and respond as soon as possible
- Keep you updated if the investigation takes longer than expected
Investigation process
All complaints are taken seriously and will be investigated fairly, promptly and in line with relevant regulations and guidance. We will review the details, speak to any staff involved where necessary, and provide a clear response outlining our findings and any actions taken.
Confidentiality
All complaints are handled confidentially. Information relating to your complaint will be kept secure and only shared where necessary for the purpose of investigation.
Complaints made on behalf of someone else
We accept complaints made by a third party (e.g. family member), provided we have the patient’s consent to do so.
Final response
You will receive a formal response outlining the outcome of the investigation, including any actions taken or improvements made.
If you remain dissatisfied
If you are not satisfied with our response, you may escalate your complaint to an appropriate independent body. We can provide further information on request.
Contact details
HealthClinic2You
30 Northfield Avenue
London
W13 9RL
Email: info@healthclinic2you.com
