London

Harley Street

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Quality and governance

Harley Street Specialist Hospital aims to offer excellent standards of patient safety, clinical excellence and outstanding customer service. We ensure that appropriate systems of communication and accountability are maintained throughout our hospital.

 

What does good governance look like at Harley Street Specialist Hospital?

At Harley Street Specialist Hospital, we pride ourselves on our outstanding governance structures. This is what enables us to be safe, effective and responsive to our patient base. We have a clear framework that puts our patient at the centre of everything we do.

 

How does Harley Street Specialist Hospital ensure patients are safe?

We operate a ‘zero blame’ culture. This means that we actively encourage all our staff to report incidents and near misses. This is because the safety of our patient base is of the utmost importance. We have internationally renowned consultants, expert anaesthetists and highly trained nurses and Resident Medical Officers on hand to support our patient base. We have a rolling monthly audit programme that ensures we continually review our compliance with WHO surgical checklist, NEWS, consistent medical records and hand hygiene as well as many others. We have a robust incident reporting process that ensures we learn and improve on the rare occasion that we have an unexpected occurrence.

 

Patient experience

We follow up with all our patients after 30 days of them having a procedure with us. This enables us to see where we’re doing well and where improvements may be required.

Acknowledgments to complaints will be sent within three working days of receiving the complaint. We will then reply in full as promptly as we can and within 21 working days.

If you are not happy with the response from our Clinical Services Manager, your complaint will be escalated to the Head of Governance. We have 28 working days to respond to your complaint at this stage.

In the unlikely event that you are still unsatisfied, you have the right to take your complaint to the independent sector complaints adjudication service (ISCAS). It’s important that you first go through both stage one and stage two before approaching ISCAS.

The hospital receives very few formal complaints and we pride ourselves on responding to all complaints within our policy timeframes. In the six-month time frame from October 2020 to March 2021 we responded to all complaints within the agreed timeframe.

 

Harley Street Specialist Hospital compliance with the CMA Order

On 1st October 2014, the Competition and Markets Authority (CMA) published the Private Healthcare Market Investigation Order 2014 (the Order) as part of the remedies required by its final report of the Private Healthcare Market Investigation.

The Order requires private hospitals to disclose certain information relating to referring clinicians. Some information can be found on this page but for more, please email us on:

info@hsa.clinic

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