Complaints, Concerns and Comments

We believe that suggestions, criticism and complaints are a valuable aid to maintaining and developing a consistently high standard of service. Complaints can, and often do, result in service improvements and provide the opportunity for identifying the issues that concern service users.

We are now routinely using patient experience data collected through a range of methods to allow us to continually monitor service user experiences and to re-evaluate priorities through a process of continuous quality improvement. These processes generate feedback on every aspect of our services from decoration and furnishings to the diagnostic examination.

TIC encourages patients and referring doctors to complete feedback questionnaires, which are also available within the Imaging Centre and on the website . Referring doctors are also surveyed on a quarterly basis for us to assess the service we provide to them and their patients. The key results from patient and referring doctor’s feedback are published on our website. All patient feedback is reviewed by Joshua Lawan the Registered Manager and discussed within monthly senior management meetings.


We endeavour to provide the highest quality service but understand we may not always get everything right. We want to improve the way we deliver our services, so that users feel very satisfied with the care and attention given. If we are informed where things did not work so well, it will help us learn lessons and do things differently. Also, letting us know where things have worked well, will let us show all staff good ways of working, as another way of learning.

Complaints can be made verbally or in writing, Complaints or service feedback can also be anonymous, but it greatly helps us if we understand the area of service and staff involved in the care we can then investigate what went wrong.

We will:

  • Acknowledge the complaint within 48 hours
  • Investigate the issues raised in the complaint
  • Aim to provide a full explanation and response to the complainant within ten (10) working days or sooner where possible
  • Reach agreement with the complainant if more time is needed
  • Do everything possible to resolve the complaint
  • Learn from the complaint and make changes where appropriate

Complaints should be sent in writing to:

Mr Richard Bartlett
Chief Operations Officer
The Hive London
Camrose Avenue

Telephone 0208 381 3800