Patient Feedback
At The Whiteley Clinic, we welcome and value feedback from our patients, as it helps us continually improve the care and service we provide.
Providing Feedback via Trustpilot
We invite patients who wish to share their experience with The Whiteley Clinic to leave feedback via Trustpilot, our independent online review platform. Trustpilot allows patients to share honest feedback about their experience, and enables us to listen, learn, and improve.
Leaving feedback through Trustpilot is voluntary and does not affect the quality of care you receive now or in the future.
You can view and submit feedback by visiting our Trustpilot page: The Whiteley Clinic Reviews
How We Use Feedback
Feedback shared on Trustpilot is regularly monitored by our management team.
Positive feedback is shared with our clinical and administrative teams as recognition of good practice.
Constructive feedback helps us identify areas for improvement in patient care, communication, and services.
Where appropriate, we respond publicly or privately to feedback in a professional and respectful manner.
Confidentiality and Support
Trustpilot feedback is public. If you prefer to provide feedback privately, or if your feedback relates to a concern you wish to be handled formally, please contact us directly so it can be managed appropriately.
If your feedback indicates a complaint, or if you wish to raise a formal complaint, this will be handled in accordance with our Complaints Policy.
Our Commitment
We are committed to:
• Listening to patient feedback openly and respectfully
• Using feedback to improve patient care and outcomes
• Ensuring patients feel safe and supported when sharing their experiences
Thank you for taking the time to share your feedback and help us maintain the highest standards of care.
Complaints Policy
At The Whiteley Clinic we strive to provide our patients with the best service possible. We have a complaints procedure in place to ensure that all grievances are dealt with promptly and effectively.This policy aims to ensure an effective working model for complaints management, including written procedures and guidelines for handling and investigating complaints and this is implemented across The Whiteley Clinic.
Should you feel unhappy about any aspect of the service or care that we have provided, please make a comment or provide feedback at any time, and to any member of our staff.
The Whiteley Clinic will make reasonable efforts to:
• Identify areas of good practice, strengths and what The Whiteley Clinic does well
• Identify areas for improvement, lessons learned and any changes to be made as a result
• Demonstrate that The Whiteley Clinic values patients' and others' concerns and comments about the work of the team by making changes in response to feedback received
How to raise a concern or complaint?
We encourage you to speak to a member of staff at the earliest opportunity, they will endeavour to resolve the issue immediately (or within 24 hours) if it is within their role and realm of responsibility. You can also raise your concerns with the CQC Registered Manager of the clinic you are attending whose contact details are listed below.
Caterina Fissi/ CQC Registered Manager/ Guildford, London, Poole/ [email protected]
Trisha Tanner/ CQC Registered Manager/ Bristol/ [email protected]
Charlotte Bithell/ CQC Registered Manager/ Liverpool and Manchester/ [email protected]
Complaints will initially be dealt with by the CQC Registered Manager but will also involve the Chief Operating Officer Naomi Sheppard during the formal investigation process
If a complaint can be resolved to the complainant's satisfaction within 24 hours, it is not necessary to go through the formal complaints process If it cannot be resolved to the complainant's satisfaction within 24 hours, the complaint will be recorded as a formal complaint.
The Whiteley Clinic will acknowledge your formal complaint in writing within 3 working days.
Stages
Stages 1 to 3 will be followed as per The ISCAS code (Independent Sector Complaints Adjudication Service, details below).
Stage 1 - Your complaint will be investigated, and we will aim to resolve it amicably within 20 working days
Stage 2 - Unresolved complaints. Internal review of your complaint by someone who was not involved at Stage 1.
Stage 3 - If unhappy with our internal investigation The Whiteley clinic are registered with ISCAS, Independent Sector Complaints Adjudication Service where your complaint can be escalated and an external independent adjudication process will commence.
If the complainant is not the patient, consent to investigate and resolve the complaint must be obtained from the patient
Acknowledgement of the complaint will be made to the complainant in writing within three working days detailing the complaint and that an investigation will be undertaken
Where possible and appropriate, the complainant should outline their expectations and preferred outcome(s) An action plan and timescale will be agreed, and this will be communicated in writing
The complaint will then be investigated after which the complainant will receive a reply and response as agreed in the plan and a meeting offered if necessary and appropriate
Should the complainant be dissatisfied with the response, further discussion and efforts must be made to resolve the complaint
So, we can fully investigate your concern / complaint, please include:
Your full name, address, date of birth
Who or what has caused your concerns including the name and position of staff member
Where and when the events took place
What action you have already taken, if any what outcome you want from your complaint
Stage 3 is the final stage in the complaints process and the adjudication decision is final. Both subscribers and complainants agree to accept the finality of the decision as part of their participation in the independent adjudication process.
There is no right of appeal against the adjudicator’s decision.
ISCAS is recognised by the regulators, with whom it has an information sharing agreement, namely the Care Quality Commission (CQC).
Where all attempts to resolve the complaint locally have been unsuccessful, details of the Independent Sector Complaints Adjudication Service (ISCAS) will be shared with the complainant.
To contact the Independent Sector Complaints Adjudication Service (ISCAS) email: [email protected]. https://iscas.cedr.com/
Telephone 02075366091
Alternatively, post any correspondence to:
ISCAS, CEDR, 3rd Floor, 100 St. Paul’s
Churchyard, London, EC4M 8BU
Details of The General Medical Council (GMC) may also be shared with the complainant.
Contact number: 0161 923 6602
Address: Regent's Place, 350 Euston Road, London NW1 3JN
Contact details:
You can contact the Chief Operating Officer Naomi Sheppard via:
Post: The Whiteley Clinic, Stirling House, 1 Stirling Road, Guildford, GU2 7RF
Telephone: 0330 058 1850
Email: [email protected]