Patient Rights

Chaperone Policy

Respect and consideration is given to our patient’s dignity and privacy. A chaperone policy is in place and you have the right to have a chaperone present during any examination process. Please ask a member of the team or your consultant if you require a chaperone.

Data Protection

The Data Protection Act 1998 sets rules for the protection of personal information and applies to both manual and computer records. Your signature on the Registration Form confirms that you have read and understood the Data Protection notice displayed there and your consent to information including medical details about you being processed for the purpose of your treatment as a private patient and the settlement of related expenses.

The Act means that you have the right to treatment as a Private Patient and settlement of related expenses.

Complaints and Comments

We will respond to any concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously regardless of their nature. Please make us aware of any problem no matter how small; we need to know so that action can be taken to rectify it.

There are 3 stages to our complaints process.

Stage 1
If you want to make a comment or complaint:

Ask to speak to the Manager. The sooner you can do this the better it will be. It will allow us to rectify the problem or issue when it occurs.

Stage 2

If your concerns are not resolved to your satisfaction, then please contact the Clinical GP Partner in person, in writing or by telephone.

You can expect:

  • A written acknowledgement of your complaint within 2 working days of receipt of your complaint.
  • A detailed written response within 20 working days of receipt of your complaint.
  • To be notified if for any reason there is a delay in responding to your complaint.

Stage 3

If you are dissatisfied with the outcome of the review of the Clinical GP Partner you may refer your complaint to an external organisation for an independent external review.

This involves an independent external review carried out by a nominated adjudicator who is completely independent of Sutton Medical Consulting Limited. You need to notify us in writing within 25 working days of receiving your final response in stage 2 should you be dissatisfied with the outcome. We will then make the necessary arrangements for the adjudicator to contact you. You can then expect an independent external review, to be kept informed of progress and to be informed of progress and to be notified of the final decision in writing with reasons. The adjudicator’s decision is final and binding but would not affect your right to take legal action.

View our Complaints Procedure


Care Quality Commission
CQC National Customer Service Centre
Newcastle upon Tyne

Tel: 03000 616161