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Feedback, comments and complaints

OneWelbeck is committed to providing a high-quality service, with an excellent experience for our patients through delivery of safe and effective care and treatment. OneWelbeck provides a range of services (through our specialty centres) within our building, and we strive to ensure every patient has a seamless journey whether you are using one of more of our centres.

We welcome any feedback from you as this gives us an opportunity to learn and improve the services, care, and treatment we provide. If you wish to raise a concern, make a complaint, or provide other feedback this information page provides details on how to do this. OneWelbeck will be open and transparent in our investigation and in our response to you. Please be assured that raising a concern or complaint will not compromise any future care.

Ways to leave your feedback

Compliments

If you would like to make a compliment about any aspect of the care, treatment and service you received, please let us know and we will share this with the relevant team/individual.  You can tell us this verbally, in writing, via email or phone using the contact details for Matthew Birchenough, Centre Director which can be found below.

Patient/User Survey

OneWelbeck has a survey that you can complete, you can find this within our App or if you would like this to be posted out to you, please let a member of the team know and we will organise this.

Google Reviews

You can leave a Google review of your experience at OneWelbeck Imaging and Diagnostics by clicking this link

Concerns

Please raise a concern if there is an occasion where OneWelbeck may not have met your expectations and you want to highlight this to us, but do not need to raise a formal complaint. To express a concern please speak to an appropriate member of staff in the centre providing your care.  This could be a member of the team providing your care or you can raise this with reception who will take your concerns forward.  You can also raise a concern once you have left OneWelbeck, please use the contact details for Matthew Birchenough, Centre Director which can be found below.

Complaints

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:

Matthew Birchenough, Centre Director

OneWelbeck Imaging and Diagnostics

1 Welbeck Street

London, W1G 0AR

Email address: matthew.birchenough@onewelbeck.com

Main reception phone: 0203 653 2001

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: info@iscas.org.uk

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:

ISCAS,
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

Centre Director contact details

Matthew Birchenough

Address

OneWelbeck Orthopaedic Outpatients and Imaging,
1 Welbeck Street,
London,
W1G 0AR

Email

matthew.birchenough@onewelbeck.com

Helpful information to include

To help us address your feedback most effectively, it would be helpful if you could include the following;

  • Who or what is the reason for your feedback
  • Where and when the events occurred
  • What action you have already taken (if any)
  • The outcome you want from your feedback