All information you provide to us will be handled confidentially, involving only those who need to know and following all relevant data protection requirements. OneWelbeck follows the standard independent healthcare three stage complaint process as follows:
Making a Complaint (Stage 1)
A complaint can be made in writing or by email. Your complaint should be made as soon as possible after the event and must be made to us within 12 months of the event or discovering that you have cause to complain. The contact details for you to make your complaint are:
Alice Musso, Centre Director
1 Welbeck Street
London, W1G 0AR
Email address: Alice.Musso@onewelbeck.com
Main reception phone: 020 3653 2004
When we receive your complaint, the following steps will be taken:
- The Centre Director or an appropriate member of the team, will telephone you to talk through the issues you have raised.
- A written acknowledgement of your complaint will be sent to you within 3 working days of receipt of the complaint and providing a date when you can expect a written response.
- OneWelbeck will provide the written response to your complaint within 20 working days from the date we receive it. We will notify you of any unexpected delays.
If you are making a complaint on behalf of someone else, we will require a consent form to be completed so that we have permission to share confidential details with the complainant rather than the patient.
Escalation of your Complaint (Stage 2)
If you are dissatisfied with our investigation findings and/or how we handled your complaint at stage 1, you can escalate your complaint to stage 2. The stage 2 process is an internal review of the original complaint and will be investigated by someone not previously involved.
You will need to escalate to stage 2 within six months of the stage 1 complaint response, providing details of the issues that are unresolved.
As with stage 1 the acknowledgement will be within 3 working days and the response 20 working days. A meeting (in person or via phone or other media) can be arranged if that is something you would like to happen.
External Adjudication of Complaint (Stage 3)
After receiving the stage 2 response, if you remain dissatisfied, you do have the right to approach the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) as per the Stage 3 complaints process. ISCAS can be contacted in the following ways:
Email ISCAS: firstname.lastname@example.org
Call ISCAS: 020 7536 6091 to leave a message and ISCAS will return your call during office hours, Monday to Friday 9:00am – 5:00pm.
Write to ISCAS: Correspondence address:
CEDR, 3rd Floor
100 St. Paul’s Churchyard
London, EC4M 8BU
Further information, including the stage 3 external adjudication process can be found on the ISCAS website