SomDoc Walk-In Clinic is committed to providing our patients with the highest quality of service. We value your feedback and are eager to hear your opinions on how well we are performing. Your suggestions and constructive criticism are essential for our continuous improvement. Please share your thoughts in writing at the reception or use our suggestion box.
Formal Complaints Procedure
At times you might not be happy with the service you have received, and you may wish to make a formal complaint, the following complaint procedures will apply. All complaints should be submitted either by writing to the Clinic office at Private Walk-in Clinic 108 Goldhawk Road, W12 8HD, or by contacting through Tel: 02087460830, or by sending E-mail to: manager@privatewalkinclinic.com
1. Stage 1 – Acknowledgement, Investigation, and Full Response
When you’ve made your complaint, we will acknowledge your letter/email within 3 working days. (As long as you’ve provided valid contact details). You will be provided with the contact information of a designated individual who will serve as your point of contact throughout the complaints process.
Typically, this individual is the Complaint Manager or the Deputy Clinical Lead. We will then investigate your complaint and respond to your complaint as soon as possible either by writing or email within 20 working days of receipt. If we cannot provide you with a full response within 20 working days, then we will inform you of any delays and then will keep you updated on the progress of your complaint.
If you are not satisfied with the resolution of your complaint at Stage 1, you have the option to escalate it to Stage 2. At this stage, our registered manager and Clinical lead Dr Abdulqadir Ahmed-Nur will conduct a review.
2. Stage – 2 Internal Appeal
If you remain dissatisfied with our final response at Stage 1, you have the right to pursue an internal appeal. Our registered manager and Clinical Lead, Dr Abdulqadir Ahmed-Nur, will review your concerns. We commit to acknowledging your concerns within 3 working days, and a comprehensive response will follow within 20 working days of receipt. Should you remain dissatisfied with the outcome of the review at Stage 2, you have the option to escalate it to Stage 3 which is the final stage of the complaint process.
3. Stage -3 External/ Other organisations involved in Good Medical Practice.
If you are dissatisfied with the outcome of our registered manager/Clinical Lead you can escalate your concerns to Independent Sector Complaints Adjudication Service that SomDoc Walk in Clinic is a member of. ISCAS is one of the recognised independent bodies for complaints in the private healthcare sector and our Clinic is a subscriber.
This means you can ask ISCAS to review your complaint and how we have handled it if you wish to. To escalate your complaint to Stage 3, you will need to contact ISCAS directly within 6 months of the date of this response letter. You can contact ISCAS as follows:
Independent Sector Complaints Adjudication Service
CEDR. 3rd Floor
100 St Paul’s Churchyard London
EC4M 8BU
Telephone: 0207 536 6091
Email: info@iscas.org.uk
Further information can also be found at: https://iscas.cedr.com/.
Any serious allegations about a doctor’s fitness to practice should be directed to the General Medical Council at. https://www.gmc-uk.org/concerns. Some doctors who work solely in private practice are also members of the Independent Doctors Federation and will take complaints into account when conducting doctors’ appraisals at www.idf.uk.net. Also, any concerns can be reported to the CQC via https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider.
Complaining On Behalf of Someone Else.
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be required.