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 The Medical Chambers Kensington 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.
A complaint is always taken seriously and we respond irrespective of how serious the complaint is. We also respond to all comments.
We need to know if you have had a problem, minor or major, because we cannot improve or make changes without this knowledge. The Independent Healthcare Sector Complaints Adjudication Service publishes a booklet for patients called "Making A Complaint In The Independent Sector". You can also download it here.
You can approach anybody at The Medical Chambers Kensington, but you may 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 firstname.lastname@example.org 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.