Patient Reviews

We are always looking to better measure, and to then improve, the care we provide.

As part of this improvement focus, we ask all of our outpatients for their comments. We also ask our surgical patients about their experience across a wider range of indicators, all of which relate to the domains of care set by our quality regulator, the CQC.

A selection of outpatient reviews are below. They update in real time:


For our surgical patients, we ask questions on a number of topics including:

  • Information prior to visit
  • Consultant care
  • Nurse Care
  • Dignity and privacy
  • Cleanliness
  • Aftercare Information

Our response to date has been overwhelmingly positive, which we are proud of.  All the patients who completed a survey in 2017 would recommend us to their friends and family, and 98% of responses across all the questions asked gave us 5/5.

Patient Feedback and Complaints

Complaints

If you are dissatisfied in any way with your experience at the Cadogan Clinic, we welcome your comments and promise to address them in a prompt, honest and thorough manner. Please email complaints@cadoganclinic.com with as much detail as you can or click here for our Complaints Guide for Patients.

If you would like to contact an independent organisation with a concern about our services, please contact our local Healthwatch on 020 7274 8522 or via a form a http://www.healthwatchlambeth.org.uk/contact

Improvements made due to your suggestions

We very much appreciate your feedback. As a result of your comments, we make improvements to our services each week. Recent improvements that you asked for and we have implemented include:

  • Offering online patient appointments so you can book without hassle
  • Increasing staff numbers in our telephone team, and engaging 24/7 back-up operators to ensure we can always take your call
  • Opening later on weekdays to fit in with your working lives
  • Offering a full service on Saturdays including general anaesthetic operations
  • Offering alternative post-operative nutrition options and a more varied range of reception refreshments
  • Making more information about our service on our website – including terms and conditions, live patient feedback and data private information

What if I am still not satisfied with the response to my complaint?

The Cadogan Clinic wants to make every effort to ensure your complaint is fully resolved. In the first instance we would like to offer you the following:  Invitation to a further meeting with our Complaints Manager and the Clinic Manager and where relevant a Specialist in the field of your complaint. You can be accompanied by a friend or colleague.

Can I Complain to The Independent Parliamentary Ombudsman?

Unfortunately, by law the Independent Parliamentary Ombudsman cannot look into complaints about privately funded healthcare services, however The Cadogan Clinic wants to make every effort to reach a mutually agreeable resolution to your complaint

Further Advice

Further advice on progressing your complaint can be found from the following organisations, however, they cannot investigate your complaint.

Patients Association

A national health care charity that highlights patients' concerns and needs. It provides advice aimed at helping people to get the best out of their health care and tells you where you can get more information and advice. Contact the Patients Association's helpline on 0845 608 4455 or visit www.patients-association.org.uk.

Citizens Advice

Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone. Most of their bureaux offer home visits and some also provide email advice. To find out more, visit www.citizensadvice.org.uk.

The Healthwatch Network

Healthwatch is the independent consumer champion for health and social care in England. It's responsible for supporting people with their health and social care concerns and for passing on your thoughts and concerns to local health and social care organisations. Healthwatch does not investigate individual cases or complaints but will be able to point you in the direction of organisations that can help you. You can find your nearest Healthwatch by visiting the website at www.healthwatch.co.uk or phoning 03000 683 000.

Raising the Matter with the Care Quality Commission

Please be aware that we the CQC does not settle individual complaints. The only exception to this is complaints people whose rights are restricted under the Mental Health Act (or their representatives) make about the way staff have used their powers under the Act.

Should you wish to tell the CQC about your complain contact the CQC

Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

Testimonials

"The treatment was for my daughter and the aesthetic practitioner couldn't have been more helpful and informative all through the course of treatment, it was a great treatment with a brilliant outcome. The whole experience was very professional and any worries we went in with were soon taken away after the team greeted us and treated us."

PC

Testimonials

"I was extremely satisfied with the care and treatment I received at the Cadogan Clinic. My surgeon was friendly and informative and explained the procedure fully. My procedure went very well and with the excellent care of the nursing staff I made a speedy and full recovery. Would recommend to anyone."

Anonymous

Testimonials

"I was treated with care and provided with thorough knowledge about the procedure I was undertaking. My surgeon was very methodical (a perfectionist) and I felt I received A class treatment."

Anonymous

Testimonials

"The girls on the reception at the clinic were very pleasant and professional. The nurse who took out my stitches after my surgery was just lovely and took me through step by step what she was doing and she also recommended a great cream to use to help with healing."

Anonymous

Testimonials

"At the beginning before the operation the nurse taking care of me made me feel so comfortable I was so nervous I was shaking. The surgeon and anesthetist helped me feel so calm. Fantastic before and after treatment."

CT

Testimonials

"Everything was brilliant staff were incredibly friendly exact amount of info was given. Have already recommended this company to friends and family."

CS

Testimonials

"There is nothing that I feel could be improved at Cadogan Clinic. I was treated and looked after very well the place was very clean. Perfect. Thank you."

DE

Testimonials

"Wonderful service, knowledgable staff, friendly service and comfortable ambience - well run. I will use you again in the future."

Anonymous

Testimonials

"Wonderful service, knowledgable staff, friendly service and comfortable ambience - well run. I will use you again in the future."

Anonymous

Testimonials

"Reception staff very welcoming and efficient. Both nurses who I dealt with were fantastic, and the whole team (anaesthetist, surgeon etc) were friendly but professional, and really put my mind at ease. That I was able to stay later than I perhaps needed after my surgery to fit in with my husbands schedule was greatly appreciated."

Anonymous

Testimonials

"Outstanding experience from the first appointment to being discharged. Very professional, friendly and a fantastic outcome."

Anonymous

Testimonials

"Outstanding experience from the first appointment to being discharged. Very professional, friendly and a fantastic outcome."

Anonymous

Testimonials

"I had the most wonderful treatment. I was petrified but the nurses put me at ease and everyone made me feel very calm. A great service and a sensational result. I feel like a new woman. Thank you."

Anonymous

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