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Comments & Complaints

Comments & Complaints

Complaints Procedure

The Team at the Karidis Clinic aims to provide a high level of service at all times however we do accept that on occasion there could be issues arising which may lead to our patients not being satisfied with the services with which they have been provided. In order to understand the experiences of our patients and to collect and review information to improve upon the care of each individual patient we have a Complaints Policy and Procedure.

Should you encounter dissatisfaction we would ask that you consider imparting the information in the following ways to ensure a swift resolution:

  • We ask that if you do encounter any problems, however small, you tell us. We are continually striving to improve our service and care, and your comments and feedback will help us to do this.
  • If possible, please tell us of your concerns while you are in the Clinic or Hospital. The Karidis Clinic and each clinical department and ward within the hospital has a manager. Please ask to speak to them directly – they are always happy to help. Please write to or email the Clinic Manager at the address below or at complaints@karidis.co.uk if the complaint relates specifically to the Karidis Clinic or
  • If the complaint is specifically regarding something experienced at the hospital, write to the Hospital's Matron or email info@hje.org.uk for the attention of the CEO.

Mrs Christine Malcolmson
Matron/Director of Nursing
Hospital of St. John & St. Elizabeth
60 Grove End Road
London
NW8 9NH

The Clinic Manager
Karidis Clinic
Hospital of St. John & St. Elizabeth
60 Grove End Road
London
NW8 9NH

A copy of the Clinic / Hospital's complaints procedure is available on request.

If you have a complaint about the clinic or hospital (HJE) during your surgical visit

  • If your complaint is verbal, we try to respond immediately or at least within 24 hours.
  • If your complaint is in writing, the Clinic Manager or Matron will acknowledge receipt within 2 working days. It may sometimes be possible to answer the complaint within this initial response.
  • We register the complaint onto the Hospital's Datix complaints database, alert any members of staff involved and commence our investigation.
  • After investigation into the complaint, you will normally be sent a full reply within 20 working days with a full explanation of the results and any details of any action taken as consequence. It can take time to establish the facts and circumstances. If this is likely to take longer than 20 working days the Clinic Manager or Matron will advise you of this.
  • We meet with the Hospital team or with any staff concerned and take any remedial action as might be appropriate.

If you are unhappy about how the complaint is being handled, you may also complain directly to the Care Quality Commission (CQC). Please note that the CQC do not handle complaints. The contact details are below.

Care Quality Commission
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG

Telephone: 020 7448 9200
Fax: 020 7448 9222

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KARIDIS
The Hospital of St. John & St. Elizabeth
Third Floor
60 Grove End Road
London, NW8 9NH

Karidis is a trading name of Loretto Clinic LLP. Registered in England No. OC315820