Complaints procedure
How to raise a concern about Cheshire Clinics, the timescales we work to, and who you can turn to if you are not satisfied with our response.
We would rather hear about a problem than not. Every complaint is taken seriously, investigated by a senior clinician, and used to improve the service. Dr Mohammad Zubair Khan, the registered manager, is responsible for how complaints are handled.
How to complain
• Email hello@cheshireclinics.com with "Complaint" in the subject line.
• Call 0330 113 1874, 6am to 10pm, seven days a week.
• Write to Medhub LTD, 6A Ollershaw Lane, Marston, Northwich CW9 6ES.
Please include your name, the date of the appointment, what happened and what you would like us to do. If you are complaining on behalf of someone else we will need their consent, unless they lack capacity to give it.
What happens next
• We acknowledge your complaint within three working days.
• We investigate, which usually means reviewing the clinical record and speaking to the doctor involved. Where a complaint concerns a doctor's care it is reviewed by another GMC-registered doctor.
• We send a full written response within twenty working days. If it will take longer we will tell you why and when to expect it.
• Where we have got something wrong we will say so, apologise, put it right where we can, and explain what we have changed.
If you are not satisfied
You can ask us to review the response. If you remain dissatisfied you may take your complaint to the Independent Sector Complaints Adjudication Service (ISCAS), the independent adjudicator for private healthcare, at iscas.cedr.com. Complaints about a doctor's fitness to practise can be raised with the General Medical Council at gmc-uk.org. Concerns about the service as a regulated provider can be raised with the Care Quality Commission (England) or Healthcare Inspectorate Wales (Wales); neither investigates individual complaints but both want to know about them.
Time limits
Please raise a complaint within twelve months of the event, or of becoming aware of it. We will consider older complaints where there is a good reason for the delay.
Feedback and compliments
If something went well we would like to know that too. Feedback can be sent to the same email address, and verified reviews appear on our Patient Reviews page only with your consent.