Restoring You to YouSchedule Your Consultation Today
Contact Us
We always welcome any feedback or complaint and ask that you either write directly to the Outpatient Manager or call the facility and ask to speak to them directly. The Outpatient Manager will be pleased to speak to with you and, if needed, can investigate the issue on your behalf.
If you would prefer to write to tell us about your concerns, then address these to Outpatient Manager of the facility within 6 months (for private patients) and 12 months (for NHS patients) of becoming aware of the event complained about and they will get in touch with you within three working days.
If a formal investigation is needed, the Outpatient Manager will aim to complete this respond to you within 20 working days. There may be occasions where the investigation requires more than 20 working days to thoroughly review paperwork and interview relevant people; in cases such as this, the Outpatient Manager will write to you to inform you of this and when you can expect to receive a final response to the investigation.
If you are not satisfied that the investigation has answered or addressed your concern, then please notify the Outpatient Manager who will advise if there is anything else we could have looked into.
If you continue to remain dissatisfied, then you can write to our Managing Director at the below address, stating your outstanding concerns.
Managing Director
Elanic Ltd
128 Bath Street
Glasgow
G2 2EN
For private patients this should be within 6 months of the response letter. NHS patients can contact the relevant Ombudsman within 12 months of becoming aware of the event complained about.
The Managing Director will request a review of how the stage one complaint was handled within 20 working days. If more time is required to investigate you will be kept updated.
If you are still not satisfied with this review, you may feel that your case requires an independent adjudication from one of the bodies below:
Private patients – (whose treatment was paid for by themselves or by insurance) can write within six months of the date of the letter from the Managing Director, to the Independent Sector Complaints Adjudication Service (ISCAS),
Independent Sector Complaints Adjudication Service (ISCAS)
CEDR, 3rd Floor
100 St Paul’s Churchyard
London EC4M 8BU
https://iscas.cedr.com/contact/
Contact email address is: [email protected]
020 7536 6091
NHS patients in Scotland can find advice on how to raise a complaint with the Ombudsman by following the link: https://www.spso.org.uk/sites/spso/files/leaflets/InfoNHSScotland.pdf
Any patient who is concerned about the standards of care can also contact the independent regulators below at any time:
Scotland: Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB
Healthcare Improvement Scotland is committed to addressing complaints made about a registered independent healthcare service and therefore should you wish to make a complaint about your experience accessing our Independent Healthcare services in Scotland, this can be made at any time.
