1. Introduction
MHF Medical Concierge is committed to delivering the highest standards of medical care and customer service. We value your feedback and take all complaints seriously, using them as an opportunity to improve our services. This policy outlines how we handle complaints and what you can expect from the process.
2. Scope of the Policy
This policy applies to all complaints related to services provided by MHF Medical Concierge, including:
- Private GP consultations
- Medical concierge services
- Diagnostic tests and specialist referrals
- Administrative and billing matters
3. How to Make a Complaint
We encourage patients to raise concerns directly with our team. Complaints can be made through the following channels:
- In Person: Speak to a member of our staff at your appointment or visit.
- By Phone: Call us at +44 020 309 600 19.
- By Email: Send your complaint to info@mhf.healthcare.
- By Post: Write to us at 170 Vauxhall Bridge Road, London, SW1V 1DX.
To help us process your complaint efficiently, please include:
- Your full name and contact details.
- Details of the service or incident you are complaining about.
- The date and time of the incident.
- Names of any staff involved, if known.
- Any supporting evidence (e.g., correspondence or receipts).
4. Acknowledgement and Initial Response
- We aim to acknowledge all complaints within 2 working days of receipt.
- A member of our team will contact you to confirm receipt and provide an overview of the complaint handling process.
5. Investigation Process
- Your complaint will be thoroughly reviewed by the relevant department or senior staff member.
- If necessary, we may contact you for additional information or clarification.
- All investigations will be conducted with sensitivity and confidentiality.
6. Resolution Timeline
- We aim to resolve complaints within 10 working days of receipt. If a more detailed investigation is required, we will keep you informed and provide regular updates.
7. Outcomes
Upon completing the investigation, we will:
- Provide a detailed explanation of our findings.
- Offer an apology, if appropriate.
- Outline any steps we have taken to address your concerns or improve our services.
- Inform you of any compensation or redress, where applicable.
8. Escalation Process
If you are not satisfied with the outcome of your complaint, you may escalate the matter by:
- Requesting a review by a senior manager.
- Contacting an external regulatory body, such as the Care Quality Commission (CQC) or the Independent Healthcare Sector Complaints Adjudication Service (ISCAS).
Care Quality Commission (CQC):
- Website: https://www.cqc.org.uk
- Phone: 03000 616161
Independent Healthcare Sector Complaints Adjudication Service (ISCAS):
- Website: https://www.iscas.org.uk
9. Confidentiality
All complaints will be handled in strict confidence, and your personal data will be processed in accordance with our Privacy Policy.
10. Feedback and Learning
We use feedback from complaints to continually improve our services. Regular reviews of complaints are conducted to identify trends and implement preventative measures.
11. Contact Information
For any questions about this policy or to submit a complaint, please contact us:
- Phone: +44 020 309 600 19
- Email: info@mhf.healthcare
- Address: 170 Vauxhall Bridge Road, London, SW1V 1DX.
