Comments & Complaints The Diagnostic Clinic aims to make every aspect of your visit here a positive experience. We will treat you in a friendly, courteous and professional manner. Your privacy, dignity and concerns will be respected at all times.

Should you feel that your treatment here has not matched your expectations, and for any reason wish to lodge a complaint, the following procedure will ensure that it is dealt with promptly.

In the first instance, please contact our Clinic Manager on the telephone number listed below, and outline the nature of your complaint. If you wish to put the matter in writing, please do so to the postal or email addresses below, and copy TDC’s Medical Director. Please give as much detail as you can.

The Clinic Manager will acknowledge receipt of your complaint and attempt to resolve the issue in a timely way, keeping you fully informed of progress.  In her absence the clinic’s Medical Director will deal with complaints and, in his absence, the Head Phlebotomist.  

In all cases, The Diagnostic Clinic Board will be informed of all complaints as soon as they are received.

The Diagnostic Clinic Manager        
Carina Van der Leest
+44 (0) 207 009 4672
carina@thediagnosticclinic.com

The Diagnostic Clinic Medical Director
Dr Rajendra Sharma
+44 (0) 207 009 4650
enquiries@thediagnosticclinic.com


How The Diagnostic Clinic will deal with complaints

Complaint received and recorded in writing in our records.

The Clinic Manager will contact the complainant within 2 working days for a preliminary discussion and to acknowledge receipt of the complaint. Written acknowledgement will also be given to written complaints.

The Clinic Manager will advise the Medical Director and the CEO that the complaint has been received and outline how she plans to proceed.

The Clinic Manager will carry out a full internal investigation.

Within five working days of receiving the complaint, the Clinic Manager will brief the Medical Director and the CEO on the findings and suggested response.

Within seven working days, the Clinic Manager will contact the complainant by telephone to discuss the findings. A meeting will be offered to discuss the issues face to face, at which the complainant will entitled to be accompanied by a friend, practitioner or GP.

This phone call will be followed up by a written reply from the Clinic Manager.

If the complainant is dissatisfied with the outcome of the investigation and/or meeting, TDC management will take the complaint to the Chief Executive Officer for consideration and resolution.

Full details of the complaint, findings and recommendations will be recorded in a complaints register.
The complaints register will be inspected by the CEO on a quarterly basis.

Any issues arising from a complaint will be discussed at the following Doctor’s meeting, and any actions or recommendations put in place.

The Care Quality Commission will be advised of any complaints on an annual basis.

Care Quality Commission
Finsbury Tower
103 – 105 Bunhill Row
London, EC1Y 8TG
+03000 616 161
www.cqc.org.uk

Improving our Services

The Diagnostic Clinic is continually looking to improve the service we offer, and to that end, we welcome any ideas, thoughts, observations or suggestions you may have on our service.