Patient Information

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 2018 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.

Action Upon Receipt of a Complaint:

Stage 1

If you wish to make a comment or complaint:

  • Ask to speak to a senior person on duty. The sooner this is received 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 Centre Director by email:,uk or in writing to us at:

  • Centre Director
    Sutton Medical Consulting Centre
    1st Floor Ashfurlong
    233 Tamworth Road
    Sutton Coldfield
    B75 6DX

The Complainant 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 still unhappy with the investigation you have the right to take the complaint to an external organisation (ISCAS) 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. This process is run by the Independent Sector Complaints Adjudication Service, you can email them at or telephone 02075366091 You may also wish to to share your experience with the Care Quality Commision:

You can also download a copy of our complaints procedure: