Complaints policy

1. Introduction

We recognise that there are times when things go wrong. When this happens, we want to respond to complaints swiftly and, where we can, put things right. We also value complaints for the feedback they provide, so when patients and visitors offer criticism or praise, we listen carefully. We review all the comments you make and use them to improve our services and facilities. Whatever you want to say, your opinions and comments are important to us, good or bad.

2. If you want to complain

If you are unhappy with our facilities or service, we want to know as soon as possible. We will investigate so that we can explain, apologise and take positive action where necessary. If you tell us as soon as the problem arises, it can often be sorted out straightaway. In many cases, the person looking after you can resolve a day-to-day query. Otherwise, the Clinic Director or a senior member of staff will be happy to help. If you are not completely satisfied, you can put your comments in writing. We take all comments and complaints seriously.

We always:

• pass on any praise to the people concerned;
• handle complaints in complete confidence;
• investigate impartially;
• offer a clear and complete explanation.

3. Write to us

The Clinic Director is responsible for the day-to-day running of the clinic and is in the best position to investigate a complaint thoroughly and promptly. You, or your representative with your consent, can complain by emailing patients@london-andrology.co.uk or by writing to the Clinic Director, International Andrology, First Floor, 22 Upper Wimpole Street, London W1G 6NB. Please include:

• where you were treated;
• the date of the problem;
• the names of the consultant(s), nurses or other staff caring for you, if you know them;
• the type of treatment you received;
• details of your complaint;
• anything else you'd like us to know.

4. Getting back to you

We acknowledge complaints within three working days of receiving them. We then reply in full as promptly as we can, usually within 20 working days. If our investigation is still going on after 20 working days, we will write to explain the delay. In very complex cases that take longer, we will send you regular progress reports. We may suggest meeting you to talk through your concerns and try to resolve them.

5. Independent internal review

If you are not happy with the Clinic Director's response, you can ask for an internal review by International Andrology's head office. The Clinic Director's letter will explain what to do and where to write. One of our Company Directors will review your complaint and either confirm the decisions and actions taken or reach a different decision to help resolve the matter.

6. Independent external review

As a final step, private patients have the right to take their complaint to independent external adjudication. This is run by the Independent Sector Complaints Adjudication Service (ISCAS): email info@iscas.org.uk or call 020 7536 6091. ISCAS only becomes involved once you have been through our complaints process. If we have been unable to resolve your complaint, the Clinic Director's letter will explain this process fully.

You may also wish to share your experience with the Care Quality Commission (CQC). The CQC cannot investigate individual complaints about health or social care, but it would like to hear from you if you're unhappy with the care you received, because it uses this information when it checks that services meet important standards of quality and safety. Call 03000 616161, email enquiries@cqc.org.uk or visit cqc.org.uk.