The Westover is determined to deliver the very highest standards of professional medical care available.
We are committed to achieving a level of excellence across the whole spectrum of The Westover's operation from patient care to financial management. To ensure this exacting standard we have put mechanisms and structures in place both to safeguard existing high standards of care and alongside this to improve the quality of these services continuously by creating an environment in which excellence of clinical care can flourish.
This means that The Westover operates:
- Robust risk identification, reduction and management policies.
- Detailed and regular quality improvement audits.
- Thorough internal and external process reviews.
Comprehensive clinical incident reporting.
- Clear complaints handling policies.
As part of this commitment we lay out here a simple procedure for the handling of any suggestions, concerns or complaints that any members, patients or others might wish to pursue. Concerns and complaints are just as welcome as suggestions and all will be treated seriously and speedily.
First Port of Call
Any suggestions, concerns or complaints should be brought to the attention, in the first instance, with the General Manager of the clinic concerned:
| Unit | Contact | Telephone | |
|---|---|---|---|
| Brompton Cross | Darran Ginn | 020 7052 0070 | |
| Chiswick | Amelia Walker | amelia.walker@thewestover.com | 020 8747 6140 |
| Notting Hill | Amy Walters | 020 7243 7080 | |
| Wandsworth | Rebecca Dunn | rebecca.dunn@thewestover.com | 020 8877 1877 |
The General Manager should acknowledge the communication by the end of the working day following the telephone call, e-mail or receipt of the fax or letter in like manner and will set out how they will respond further within the next five working days.
If the suggestions, concern or complaint is not one that is related to a specific clinic then it should be directed to a member of The Westover's Head Office staff:
| Department | Role | Contact | |
|---|---|---|---|
| Primary Care | Chief Executive Officer | Dr Amber Kennard | amber@thewestover.com |
| Medical Specialists | Group Medical Director | Dr Carl Brookes | carl.brookes@thewestover.com |
| Finance/Membership | Finance Manager | Sam Doyle-Benefield | sam@thewestover.com |
| Corporate | Chief Executive Officer | Dr Amber Kennard | amber@thewestover.com |
who can all be contacted at the company's head office at:
The Westover
304 Westbourne Grove
London
W11 2PS
where all can be reached by telephone on 020 7243 7080.
Secondary Review
All suggestions, concerns and complaints raised should be passed on to a secondary reviewer within 10 days of the initial issue being raised. The secondary reviewer should then contact the initiator either to check that they are satisfied with The Westover's response to the issue, or to outline the further course of action being put in place.
This secondary review and response will be carried out by the following people depending on how the initial issue was raised:
| Initial Point of Contact | Secondary Reviewer | Contact | |
|---|---|---|---|
| General Manager | Chief Executive Officer | Dr Amber Kennard | amber@thewestover.com |
| Group Medical Director | Chief Executive Officer | Dr Amber Kennard | amber@thewestover.com |
| Finance Manager | Group Finance Director | James Cooke | james@thewestover.com |
| Chief Executive Officer | Chairman | John Barnsley | chairman@thewestover.com |
All of the secondary reviewers can be contacted at the company's Head Office as set out above.
Final Re-evaluation
The secondary review may determine that the issue raised should be re-evaluated by our clinical committee or by our corporate board, or in exceptional circumstances, by both. If an initiator does not feel that their suggestion, concern or complaint has been adequately dealt with at the secondary review stage they also might wish to put this matter before the clinical committee or the corporate board directly. This can be requested by writing to:
| Department | |||
|---|---|---|---|
| Clinical/Medical | Medical Advisory Committee | Chairman | Dr Carl Brookes |
| Corporate | Board of Directors | Chairman | John Barnsley |
at the company's Head Office as set out above.
We believe that this comprehensive procedure will lead to the timely resolution of any and all patient and member issues, concerns and complaints. In the unexpected circumstance of this procedure not leading to a satisfactory resolution then the Westover's operations are regulated by the Care Quality Commission and any unresolved complaints or concerns can also be submitted to the Commission at:
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG
or by telephone on 020 7448 9200 or by fax on 020 7488 9222.
Further information about the work of the Care Quality Commission also can be found at www.carequalitycommission.org.uk and their procedure for dealing with complaints is set out on their website.