This week our helpline took a call from Peter* who was seeking advice about how he could escalate his complaint about a private healthcare clinic. He had agreed to pay a total of £550 for a two-part consultation for a test for prostate cancer. On the day of the first consultation and the test, Peter was delayed due to heavy traffic but he rang the clinic to inform them of this while he was in transit and was told that there was no problem.
Unfortunately, when he arrived he was informed that the consultation would be reduced by 20 minutes, to 10 minutes, because he was late. Peter went ahead with the test at the time but subsequently contacted the clinic to ask for a refund for the reduced consultation. The manager accepted his complaint but then later informed him no refund would be offered.
We advised Peter that if the private clinic concerned is a subscriber to ISCAS, he has another possible avenue for complaint. We gave him the contact details of the Helpline and also advised him about the role of ISCAS, directing him to the complaints area of their website.
However, we also had to point out that if the clinic wasn't a subscriber to ISCAS, his complaint may have unfortunately run its course. If this was the case, then Peter should check with the CQC and give them his feedback.
*Name has been changed.
To get in touch with our helpline team and share your thoughts of health and care services, call 0800 345 7115, email email@example.com or visit our website. We also operate a Live Chat function on weekdays between 2 - 5pm for people who wish to receive advice online.