Complaints and feedback

Kidswell Health Ltd is committed to high-quality patient care and values feedback, including complaints, to improve services. This policy ensures all complaints are handled effectively and in line with the Centre for Effective Dispute Resolution (CEDR) standards.

How to complain?

Complaints can be submitted orally or in writing. Complaints can be emailed to: complaints@kidswellhealth.com
Acknowledgment is sent within 3 working days, with an update or resolution within 20 working days.
All complaints are logged and monitored for service improvement.

Timeframes & Consent

Complaints must be made within 6 months of the incident or its discovery. Complaints can be filed on behalf of a patient with their consent or in cases where they cannot act for themselves.

Safeguarding & Confidentiality

Complaints involving child or vulnerable adult protection are escalated through safeguarding procedures. Patient confidentiality is maintained, and information is shared only as necessary.

Investigation & Resolution

Investigations include reviewing records, gathering statements, and determining resolution actions.
A formal response is provided within three months unless exceptional circumstances apply. Complaints dissatisfied with the response can escalate the issue to CEDR for mediation.

Contact for Escalation

Unresolved complaints can be referred to CEDR: CEDR, 3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU
Tel: 020 7520 3800 | Website: www.cedr.com

This summary provides an overview of the complaints process at Kidswell Health, ensuring transparency, fairness, and a commitment to continuous improvement. For the complete policy, please visit: www.kidswellhealth.com/policies/complaints

At Kidswell Health, we are committed to providing the highest quality care for your child. Your feedback helps us improve and continue delivering excellent service.

🌟 Compliments – If you’ve had a great experience, we’d love to hear about it! Your kind words mean a lot to our team.

🔍 Suggestions – If you have ideas on how we can enhance our services, please let us know.

⚠️ Concerns or Complaints – If something hasn’t met your expectations, we want to make it right.

📩 Get in Touch

Speak to us: Speak to a member of the team at the clinic
Email us: feedback@kidswellhealth.com
Call us: 020-3011-1823

We value your feedback, and we will respond as soon as possible.

Thank you for helping us provide the best possible care to your family!

Our complaints process

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