How to raise a concern or make a complaint
Professor Richard Keen aims to provide a high standard of care, communication and practice administration. If something has not met your expectations, this policy explains how you can raise a concern or make a complaint.
Last updated: June 2026. This policy should be reviewed regularly and updated if practice, clinic, hospital or complaints handling arrangements change.
Purpose of this Complaints Policy
This policy explains how patients, relatives, carers or representatives can raise a concern or make a complaint about Professor Richard Keen's private practice, website information, appointment administration or care provided in a private practice setting.
The aim is to respond openly, fairly and constructively. Complaints and feedback are used to help identify concerns, resolve problems and improve the service where appropriate.
Raising a concern or complaint will not adversely affect your care. Concerns should be raised as early as possible so they can be reviewed while details are fresh.
What this policy may cover
You can use this policy to raise concerns about matters such as:
- Appointment administration or communication from the private practice office.
- Information provided before, during or after a consultation.
- Concerns about the way your enquiry or appointment was handled.
- Clinical care provided by Professor Keen in a private practice context.
- Website information that appears unclear, inaccurate or difficult to use.
- Concerns about privacy, confidentiality or data handling, where relevant.
Some complaints may need to be handled by a hospital, clinic, insurer or third party provider if the issue relates to their staff, facilities, appointments, fees, investigations, procedures or systems.
Raising an informal concern
Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of your experience, please contact the office as soon as possible and explain what has happened.
- The office may be able to clarify information, correct an administrative issue or direct your concern to the right person.
- If the issue relates to a clinic or hospital facility, you may be asked to contact that provider directly.
- If the concern cannot be resolved informally, you can make a formal written complaint.
Making a formal complaint
If you wish to make a formal complaint, please put your complaint in writing and send it to the office by email or post where available. Written complaints help ensure the issues are clearly recorded and can be reviewed properly.
Please make your complaint as soon as possible after the event or concern. This helps with reviewing records, checking correspondence and responding accurately.
What to include in your complaint
To help the complaint be reviewed efficiently, please include:
- Your full name and contact details.
- The patient's name, if you are complaining on behalf of someone else.
- The date of the appointment, enquiry or event, if relevant.
- The clinic location involved, if relevant.
- A clear description of what happened.
- Why you are unhappy or concerned.
- Copies of relevant emails, letters or documents, if available.
- What outcome or response you are seeking.
Please do not include unnecessary sensitive information. Only provide information that is relevant to the complaint.
How your complaint will be handled
The practice will aim to acknowledge a formal complaint promptly and explain how it will be reviewed. The exact response time may depend on the complexity of the complaint and whether information is needed from a clinic, hospital, insurer or other healthcare provider.
| Stage | What usually happens |
|---|---|
| Acknowledgement | Your complaint is acknowledged and the main issues are identified. |
| Review | Relevant information may be reviewed, including correspondence, appointment details or clinical records. |
| Response | A written response is provided, explaining the outcome and any appropriate next steps. |
| Further discussion | If needed, you may be offered clarification or information about further review routes. |
If a full response is likely to take longer than expected, the office should aim to let you know and provide an update where possible.
Confidentiality and records
Complaints are handled confidentially and in accordance with relevant privacy, data protection and professional obligations.
Information may need to be shared with appropriate people involved in reviewing or responding to the complaint, such as administrative staff, clinic or hospital teams, insurers, professional advisers, defence organisations or regulators where necessary.
Complaining on behalf of someone else
You may be able to make a complaint on behalf of another person, such as a relative or someone you care for. In most cases, written consent from the patient will be needed before personal or medical information can be discussed with you.
- Please include the patient's full name and contact details.
- Explain your relationship to the patient.
- Provide written authority from the patient where possible.
- If the patient lacks capacity, explain your legal or caring role and provide relevant documents if available.
Complaints involving a clinic, hospital or third party provider
Professor Keen sees patients across more than one clinic and hospital setting. Some complaints may relate to facilities, nursing staff, appointment systems, investigations, imaging, invoices, reception processes, parking, accessibility or other services provided by a clinic or hospital.
Where a complaint relates mainly to a clinic, hospital, insurer or third party provider, you may be directed to that organisation's own complaints process. In some cases, more than one organisation may need to be involved in reviewing the complaint.
- Fortius Clinic complaints may need to be raised through Fortius Clinic.
- Spire Bushey Hospital complaints may need to be raised through Spire Healthcare.
- Royal National Orthopaedic Hospital complaints may need to be raised through the relevant RNOH process.
- Insurer or billing disputes may need to be raised with the relevant insurer, hospital or billing team.
If you remain unhappy with the response
If you remain unhappy after receiving a response, you can ask for clarification or further review. The appropriate next step will depend on the nature of the complaint, where care was provided and which organisation is responsible for the issue.
Some independent healthcare providers subscribe to the Independent Sector Complaints Adjudication Service. ISCAS provides independent adjudication for complaints about ISCAS subscribers and describes a three-stage complaints process for those providers.
- If the complaint relates to a subscribing independent provider, that provider can explain whether ISCAS applies.
- If the complaint relates to a hospital or clinic, that organisation's complaints team should explain their escalation route.
- If you are concerned about the quality or safety of a regulated service, you can share feedback with the Care Quality Commission, although CQC does not usually resolve individual complaints.
- Professional or regulatory issues may be considered by the appropriate professional body or regulator, depending on the circumstances.
The correct escalation route can vary, so please check the relevant clinic, hospital or provider complaints procedure before escalating.
Urgent medical or safety concerns
This complaints process is not an emergency service and should not be used for urgent medical problems.
If you need urgent medical help, contact NHS 111, your GP, your treating hospital or emergency services as appropriate. If there is a medical emergency, call 999 or attend an emergency department.
Learning from complaints
Complaints and feedback are valuable because they can identify where communication, administration, patient information or service arrangements could be improved.
Where a complaint identifies an opportunity to improve, appropriate changes may be considered. This may include reviewing website information, appointment processes, communication, documentation or coordination with clinic and hospital teams.
Contact us about a complaint
To raise a concern or make a formal complaint, please contact the office using the details below.
Contact the office so your concern can be reviewed
If you are unhappy with any aspect of your experience, please contact the office with as much relevant detail as possible so the matter can be reviewed fairly and clearly.
Contact details
For concerns, complaints or general practice enquiries, please contact the office.