Making a complaint

We will do everything that we can to ensure that you receive the best standards of care. Sometimes, we may not achieve this or meet your expectations. Should this happen, we will try our best to put things right, and to learn from your complaint to make sure that the same thing does not happen again.

Whilst at the centre if you are unhappy about the care received, please ask to speak to the person in charge. Where possible the complaint will be dealt with promptly and courteously by the member of staff to whom it is reported. We will ensure that all complaints are investigated fully, held on record to ensure that we can learn from them and to avoid re-occurrence. You can download our leaflet on making a complaint here.

After you leave the centre

If you would like to make a comment or complaint after you have left the centre, please write as soon as possible, but no longer than 6 months of the complaint event, (stage 1) and we will then ensure that a thorough investigation is undertaken. We aim to provide a full response within 20 working days of receiving a written complaint.

You may be invited to speak to a manager on the phone, or if you prefer, an appointment can be made for you.

Our promise to you:

  • We will listen to every complaint
  • We will be open, honest and thorough in any investigation
  • We will deal with everyone fairly and objectively
  • We will respond promptly
  • We will seek to resolve any issues amicably
  • We will use the experience to improve our services and standards.

Still unhappy?

We have a formal staged procedure for dealing with complaints. Our intention is that matters are resolved to your satisfaction by our team. However, if you are not satisfied, you are invited to write to the Executive Director at our head office at the address below (stage 2), within 6 months of the date of the centre’s decision letter, providing details of the aspects of your complaint that remain unresolved. The Executive Director or an authorised individual will send an acknowledgement letter explaining the process to the complainant.

Mrs Lynne Brooks
The Thornbury Radiosurgery Centre Ltd
Melita House
124 Bridge Road
KT16 8LA

Timeframe for response

  1. A written acknowledgement will be provided within 2 working days of receipt of a complaint, unless the complaint can be answered and a full reply can be sent within 5 working days.
  2. A full written response should be provided within 20 working days when the outcome of the investigation is known.  Where this is not possible due to the complexity of the investigation or a temporary absence of key people, a holding letter will be provided within 20 working days explaining the reason for not being able to provide a full response in this time frame.
  3. A holding letter should be sent at least every 20 working days in the event a response is not possible within the extended time frame.

If you remain dissatisfied and require an independent adjudication, please check the relevant body you need to contact. For NHS patients from England you may write after the stage 1 decision letter to:

The Parliamentary and Health Ombudsman
Millbank Tower

Or call 0345 015 4033.

For Private Patients from England you may write within 6 months of receipt of the stage 2 decision letter to:-

Independent Sector Complaints Adjudication Service
70 Fleet Street

T: 0207 536 6091

For a guide on how to make a complaint to ISCAS please click here.

You may, at any time, raise concerns about standards of care with the regulatory body (Care Quality Commission) with which the centre is registered:-

Care Quality Commission
CQC National Customer Service Centre
Newcastle Upon Tyne

Or call 0300 061 6161

For a guide on how to make a complaint to the CQC please click here.