Patient Feedback

Central London Healthcare is committed to providing a high standard of patient care and places a high priority on the handling of complaints. The organisation recognises that suggestions, feedback and complaints are valuable aids to improve the services we provide. 

If you are not satisfied with a service provided by Central London Healthcare or have any comments, please contact us on 0207 535 8300 or clh.corporate@nhs.net

How to make a formal complaint?

A complaint must be made within 12 months.
Written complaints should be sent to:

Managing Director
Central London Healthcare
1b Harewood Row
London
NW1 6SE

Or emailed to: clh.corporate@nhs.net

 

How we will deal with your complaint?

We will acknowledge your complaint within 2 working days using the method of contact you have specified on your complaint letter and we will aim to provide you with a full written response in no more than 21 working days unless a different timescale has been previously agreed with you.

We may contact you to discuss your concerns further. We may be able to resolve some problems by telephone, but others may need a detailed investigation and of course the Managing Director is happy to meet directly with patients where this may be seen as beneficial to the patient.

What if you are dissatisfied with the response?

If you are not satisfied with the response, you have the right to take the complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS.

You can write to the Ombudsman at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Email: phso.enquires@ombudsman.org.uk
Telephone: 0345 015 4033

Helpful Contact Details

If you need support with making your complaint you can contact the NHS Complaints Advocacy Service. The NHS Complaints Advocacy Service is a free independent service that provides advocacy support to people who wish to make a complaint against the service received from the NHS.

Telephone: 0300 330 5454
Fax: 0845 337 3066
Email: nhscomplaints@voiceability.org
Website: http://nhscomplaintsadvocacy.org