Legal
Complaints
If any part of your care falls short, we want to hear about it. Complaints about the visiting service are handled by Basuto Medical Centre, and what they find is used to improve the service. Raising a complaint will never affect your access to care.
How to raise a concern
You can raise a concern with the doctor during the visit. If you would rather not, or the visit has already finished, call the Concierge team on 07587 652335 or message us on WhatsApp, and we will pass your concern to Basuto Medical Centre. Contact details for the practice are at basuto.com.
What happens next
- Within three working days, we confirm that your complaint has reached us.
- A senior clinician investigates, and where possible that will be someone who had no part in your care.
- Normally within twenty working days, you receive a written response. If the investigation needs longer than that, we tell you why and when you can expect it.
Regulation and professional standards
The Care Quality Commission regulates private medical services in England and can be contacted at cqc.org.uk. Concerns about an individual doctor’s fitness to practise can be raised with the General Medical Council at gmc-uk.org.