Let Us Know What You Think
Quality can be defined and measured in different ways. Quality is the result of every aspect of your experience - not only the excellence of your treatment. From your first telephone call to your last appointment through the time spent with your Clinician. Of course, we hope that your experience at TMCK is a positive one. So we regularly ask Patients to complete a Patient Satisfaction Survey in a continual effort to improve the services we offer you. It is only by listening to you that we can keep improving.
Please do not hesitate to tell us if you had a good experience because it helps us to know when we get it right and we are able to tell our personnel, which motivates all of us to do even better. Please also tell us if you had a bad experience.
All comments and complaints are taken very seriously, whatever the subject. We need to know if you have had any problems, minor or major, because we cannot improve or make changes without this knowledge.
The Medical Chambers Kensington is a member of Independent Healthcare Advisory Services which publishes a Code of Practice dealing with Patient complaints. IHAS also publishes a booklet designed for patients called "Making A Complaint In The Independent Sector". This booklet is available at TMCK Administration, so please do not hesitate to ask any of our Team for a copy. You can also download it here.
Our Membership of IHAS also gives both TMCK and you access to Independent Sector Adjudication Services, an external organisation which resolves the most difficult complaints. It is not designed to result in a winner and a loser and, ideally, not blame or discredit one of us over the other. Its main goal is to give all involved a better understanding of the problems. Results can include an apology, compensation or a recommendation, or a combination of all 3.
You can of course approach anybody at TMCK, but you might prefer to address your complaint to our Director, Mr Ivor French. He will do his best to deal with your complaint and resolve the issue. Please ask Administration to contact him for you, or you can contact him directly yourself. His direct telephone line is 0207 244 4202. Alternatively, you can send him an email at email@example.com or you can write to him at The Medical Chambers Kensington, 10 Knaresborough Place, Kensington, London SW5 0TG.
You will receive confirmation by telephone or by letter within 2 working days that your complaint is being dealt with. If your complaint needs an investigation, we will answer you within 20 working days after we receive it. We will inform you of our progress every 20 working days until your complaint is resolved.
We will always try to resolve your complaint ourselves, but you can also complain to the Care Quality Commission at Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG, T: 03 000 616 161, www.cqc.org.uk.