Your feedback is important to us
Schoen Clinic Chelsea is dedicated to providing our patients with safe, quality, and cost-effective healthcare and specialised services
We always strive to ensure that your experience at our outpatient clinic is as efficient and comfortable as possible, and we aim to provide you with the best possible level of professional care.
However, we do acknowledge that there may be the rare occasion where we do not adequately meet the expectations of our patients. We appreciate any feedback offered (good or otherwise) regarding the service and care that you, your family members, and any other visitors experience during your visit to Schoen Clinic Chelsea.
How to make a complaint
- Making a verbal complaint:
You can make a verbal complaint to any one of our colleagues. It’s important to make a note of when your complaint was made and who you spoke with. The department manager will attempt to resolve your concerns immediately but if this is not possible, your concerns will be investigated initially taking 1-2 working days. Within 20 working days, you’ll receive a full written response.
- Making a written complaint:
You can submit a written complaint to;
The Clinic Director
Schoen Clinic for Mental Health Chelsea
13a Radnor Walk
Please ensure the letter includes who or what caused your concern, when and where the events took place, whether you have taken any actions and the outcome you would like to see.
The clinic will acknowledge your complaint within 2 working days and a full reply should be sent within 5 working days of receipt of the letter. We will write to you with an outcome within 20 days, and if there are any delays, you will receive a letter explaining the reasons why.
The Clinic Director may also request to call or meet with you to discuss your concerns.
The complaints process
Our complaints process consists of three key steps:
1. Local Resolution
Your complaint will be forwarded to the Clinic Director.
2. Internal Appeal
The complaint will become the responsibility of our UK Managing Director.
3. Independent External Adjunction
The external Parliamentary and Health Service Ombudsman will handle your complaint.