Feedback and Complaints

Introduction

Qured is committed to delivering a high quality healthcare service. Although we will always do our best to ensure that you are provided with excellent care, there may be times when your expectations are not met. We appreciate all feedback regarding the care and service that you experienced, which can be relayed to us as described below.

Patient feedback

As part of our commitment to continuous improvement, we encourage our patients to provide feedback so that we can take your views into account. For this, we use our different platforms to capture what patients mention about us. All patients are encouraged to complete a Patient Satisfaction Survey, TrustPilot and/or Google Reviews to leave feedback about their care. The feedback received from all platforms is regularly reviewed and shared throughout the organisation for learnings and to improve the services provided.  

We will respond to any concerns as quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature.

How to raise a concern or a complaint

If you are not satisfied with the service you have received and would like to make a complaint, please contact the Patient Experience team by email, phone or post:

Email: patientfeedback@qured.com

Telephone: +44 333 016 4411 

Postal address:

Patient Experience Team

Qured

3rd Floor West, 22-25 Eastcastle Street

London

W1W 8DF

If you require assistance with making your complaint, we would be pleased to help and support you through the process.

Any complaint that we receive is treated in confidence. We aim to investigate all concerns and all complaints promptly and to provide a response within 5 working days.

Where this is not possible, you will receive an acknowledgement within 2 working days to confirm that an investigation into your complaint is underway and that you will be provided with a full response within 20 working days. 

We will carry out an investigation and explain what happened and take steps to help put the matters right and reassure you that we have done so.

If you are not satisfied with the resolution, your complaint will be referred to a member of the Senior management team. The complaint will be further reviewed, and you will be provided with a final written response within 20 days.

If you remain unhappy after you have received a response to your complaint, you may escalate your complaint to:

Care Quality Commission (CQC)

Please note that The CQC can only consider a complaint that indicates a potential breach of the Health and Social Care Act, and/or the Regulatory Services of the Service Provider.

Their address is:

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Telephone: 03000 616161

Email: enquiries@cqc.org.uk 

www.cqc.org.uk

United Kingdom Accreditation Service (UKAS)  


Email: customerfeedback@ukas.com