If you want to make a comment or complaint:
Approach the hospital staff members who have been looking after you, or ask to speak to the Head of Clinical Services. The sooner you make any comments, particularly complaints, the better. This allows us the opportunity to rectify the problem when it occurs. If your concerns are not resolved to your satisfaction, then please contact the Chief Executive Officer in person, in writing or by telephone. The Chief Executive Officer will investigate your complaint and reply to you. You may receive a telephone call and/or the offer of a meeting if appropriate.

You can expect:
• A written acknowledgement of your complaint within 2 working days of receipt of your complaint.
• A detailed written response within 20 working days of receipt of your complaint.
• To be notified of any delays, with reasons, if a response within 20 working days is not possible.

If you are not happy with the response to your complaint:
Contact the Chief Executive Officer and arrange an appointment to meet with him/her to discuss your ongoing concerns. Following this meeting should you still feel dissatisfied with the outcome, you can write to the Chairman of the Board of the Guildford Clinic. Please do this within 20 working days of receiving your response from the Chief Executive Officer. The review of your complaint will be carried out impartially and objectively.

Please write to Mr Colston Herbert, Chairman of the Board of Directors, at the following address:-

The Guildford Clinic
170 Priestley Road
Guildford
Surrey

GU2 7YG

You may wish to send him copies of relevant documentation. If you are unable to write then please telephone the following number 01483 688420 and ask to speak with the Chairman of the Board.

If you are dissatisfied with the outcome of the review by the Chairman of the Board of the Guildford Clinic:
You may refer your complaint to an external organisation who can perform an independent external review. You need to do this within 25 working days of receiving your final reply from the Chairman.

The Chairman will provide you with contact details for our external review organisation

You will need to read the information provided by them carefully before deciding whether to proceed. You may also need to take independent legal advice before you make this decision to proceed. Once you have confirmed that you wish to proceed, the necessary arrangements will be made.

You can expect:
• An external review of your case
• To be kept informed of progress
• To be notified in writing of the review decision

Please note that the decision of the external review is final and binding but does not affect your right to take legal action.

Our handling of your complaint
If at any stage during the complaints process you are unhappy with the way the Guildford Clinic has dealt with your complaint, you may write to the Health Care Commission which regulates private hospitals and clinics. The health Care Commission will not usually deal with the investigation of your complaint itself, but will look into the method of handling it by the Guildford Clinic.

The address to write to is:
The Health Care Commission
Finsbury Tower
103-105 Bunhill Row
LONDON
EC1Y 8TG