Feedback & complaints

Feedback, comments and complaints

We’re committed to providing high-quality care and a positive experience for everyone who comes to Welbeck. Your feedback plays an important role in helping us maintain high standards and continue to improve the services we provide.

We welcome all types of feedback. You may wish to share a compliment about your care, raise a concern if something didn’t meet your expectations, or make a formal complaint. All feedback gives us valuable insight into what we’re doing well and where we can do better.

If you choose to raise a concern or complaint, we’ll listen carefully and respond openly and transparently. Please be reassured that raising feedback or a complaint will never affect your current or future care at Welbeck.

Helping us improve your experience 

There are several ways to share your experience with us, depending on what you’d like to tell us.

Compliments

If you’d like to share positive feedback about the care, treatment, or service you received, we’d love to hear from you. Compliments help us recognise and celebrate the dedication of our teams and individuals who’ve supported you. For example, you may wish to tell us about:

• a member of staff who made a particular difference to your experience

• something that worked especially well during your visit

You can share a compliment verbally, in writing, by email, or by phone using the following  contact details:

Email: feedback@welbeckhealth.com

Phone: 020 3653 2000

Patient survey

We use patient surveys to understand your experience, recognise excellent care, and identify opportunities to improve our services. You'll be sent a link to complete our survey after your appointment.

Online reviews

Public reviews can help others understand what to expect when coming to Welbeck, and we truly value this feedback. You can leave a Google review of your experience at Welbeck by clicking here. 

Concerns

If your experience at Welbeck doesn’t meet your expectations, but you don’t feel a formal complaint is appropriate, you can raise a concern with us. 

If possible, we encourage you to raise concerns during your visit with a member of staff involved in your care, or with reception, so we can resolve things promptly. You can also raise a concern after you’ve left Welbeck by contacting us using the details below:

Email: feedback@welbeckhealth.com

Phone: 020 3653 2000

Our complaints process

We take complaints seriously and adhere to the Independent Healthcare Sector Complaints Adjudication Service (ISCAS). Our complaints process is clear, with a fair process to ensure our complaints are handled respectfully and thoroughly. All information you provide will be treated confidentially and shared only with those who need to be involved, in line with data protection requirements.

Welbeck follows the standard independent healthcare 3-stage complaints process.

Making a complaint (Stage 1)

A complaint can be made in writing and should be raised as soon as possible after the event. Complaints must be made within 6 months of the incident, or of becoming aware that you have cause to complain.

Complaints should be sent to:

Email: feedback@welbeckhealth.com

Once we receive your complaint:

• the Centre Director, or an appropriate member of the team, will contact you to discuss the issues raised

• we’ll acknowledge your complaint in writing within 3 working days, confirming when you can expect a full response

• a written response will be provided within 20 working days

If there are any delays, we’ll keep you informed. If you’re making a complaint on behalf of someone else, we’ll ask for a consent form to be completed so we can share relevant information appropriately.

Escalation of your complaint (Stage 2)

If you’re not satisfied with the outcome of Stage 1 or how your complaint was handled, you can request an escalation to Stage 2 within 6 months of receiving the response. You can request the escalation in writing or by email, providing details of the issues that are unresolved.

Stage 2 involves an internal review by someone who wasn’t involved in the original investigation. 

Once we receive your escalation request:

• we’ll acknowledge your request in writing within 3 working days

• we’ll aim to provide a written response within 20 working days

If you’d find it helpful, a meeting or call can be arranged as part of this stage.

External adjudication (Stage 3)

If you remain dissatisfied after Stage 2, you have the right to contact the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) for external review.

ISCAS contact details:

Email: info@iscas.org.uk

Phone: 020 7536 6091 (to leave a message and ISCAS will return your call during office hours, Monday to Friday 9:00am – 5:00pm)

Address: ISCAS, CEDR, 3rd Floor, 100 St Paul’s Churchyard, London, EC4M 8BU

Further information about the Stage 3 process is available on the ISCAS website.

Helpful information to include

When getting in touch with feedback, you can include as much or as little information as you feel comfortable sharing. To help us address your feedback most effectively, it can be helpful to include:

• your details 

• what your feedback relates to, and whether it’s a compliment, concern, or complaint

• when and where your experience took place

• details of any staff members involved

• a brief description of your experience

• any action you’ve already taken about the feedback, for example, conversations on the day of your visit

• the name of any staff member you’d like to acknowledge for making a particular difference to your experience

• if there was something positive about your experience that you’d like us to recognise

• what outcome you’re hoping for, if applicable