Concerns and Complaints
At Cancer Centre London, we are committed to providing the very best possible patient experience, and your feedback is a vital part of how we achieve this.
It is our policy to ensure that each and every one of our patients is treated sensitively and promptly, but we acknowledge that occasionally things can go wrong. With this in mind, we take the view that whenever and wherever there has been cause for a complaint, the incident must be acknowledged. We aim to resolve each issue as quickly as possible to the satisfaction of all parties, and every single complaint is recorded to ensure that we learn from the feedback we receive, and improve our services wherever possible.
We will always investigate any concerns raised; speaking to everyone directly involved with the provision of care in question, and will try to respond as quickly as possible.
If at any point you wish to register a complaint regarding the care/treatment you have received, please follow the steps below.
In the first instance, if you are unhappy with any aspect of your care, large or small, please speak to any member of staff as soon as possible. We will do our best to provide a solution to whatever problem you are experiencing.
If you are unable to contact a member of staff, or if you remain dissatisfied with the standard of care, please arrange to speak with either the Director of Nursing and Clinical Services, or the Hospital Director. They will be happy to meet with you to resolve any concerns, and any member of staff will be able to help you make contact with them. If for any reason they are not available, our staff can arrange for you to speak to or meet with an alternative member of the Senior Management Team.
At CCL we will always do all we can to resolve any concerns/complaints, but if we are not able to do so you may wish to express your concerns / complaints in writing.
Written complaints should be directed to:
Cancer Centre London
Complaints should be made as soon as possible. Our policy is that all complains must be made within 6 months of the event in question, although this limit can be extended as long as it is still possible to investigate the complaint. Extensions may occur in certain situations at the discretion of the Hospital Director, for example in circumstances where it would have been difficult to for the individual to register their concern any earlier.
We will acknowledge the receipt of your letter, in writing, within two working days, at which time an investigation will being into your complaint.
At Cancer Centre London, all complaints are taken seriously and are handled openly and honestly in a bid to be fair to all concerned and to conclude matters to the satisfaction of all parties as soon as possible. We aim to ensure that you receive our written response to your complain within 20 working days, but if our investigations should take longer we will keep you informed of our progress. It is our policy to carefully consider every concern or complaint registered by our patients in order to assess any changes to procedure that could reasonably be undertaken to raise the standards of care.
If you are not satisfied with our response, you may take this up with the Hospital Director, who will either try further to explain our response or, in some circumstances, and with your agreement, will arrange an appointment for you to meet with those involved in your care in an attempt to reach a satisfactory conclusion.
It is always our intention to resolve matters amicably but, if you are still not satisfied, then you may write to the Chief Executive of Aspen Healthcare, the parent company of Cancer Centre London. Should you wish to escalate your complaint in this way, you must do so in writing, within 6 months of the final response to your complaint from Cancer Centre London:
The Chief Executive
Aspen Healthcare Limited
Centurion House (3rd Floor)
37 Jewry Street
In the unfortunate event of a continually unresolved complaint, following letters to the Hospital Director at CCL and the Chief Executive of Aspen Healthcare, you have the option of contacting the Independent Healthcare Advisory Services (IHAS). The IHAS operates an Independent External Adjudication system for patients who remain dissatisfied having exhausted the company’s local complaints procedure.
If you wish to contact the IHAS to initiate Independent External Adjudication, then you need to write to:
The Secretariat of the Independent Sector Complaints Adjudication Service
c/o Independent Advisory Service
70 Fleet Street
This must be done within 6 months of receipt of the letter from the Chief Executive. The External Adjudication Secretariat will then communicate with you to outline the procedure that they will follow in the investigation of your complaint.
Cancer Centre London is also regulated by the Care Quality Commission, which monitors the centre’s compliance with the Health and Social Care Act 2008. The Commission can be contacted via their website at www.cqc.org.uk or at:
Care Quality Commission National Customer Service Centre
Newcastle Upon Tyne
Finally, should you have any questions or comments in relation to how your concern / complaint is dealt with, then please do not hesitate to contact the Hospital Director, Hilda Bradbury on
020 8971 8016.