Our Complaints Procedure
This policy explains how Wylie Health Ltd collects, uses, stores and protects your personal data when you visit our website.
At Wylie Health Clinic, we are committed to providing safe, effective, and high-quality care. We welcome feedback, concerns, compliments, and complaints as part of our commitment to improving patient care and transparency. Where possible, complaints should be made within 6 months of the incident. Complaints raised after this time may still be investigated where there is a good reason for the delay and a fair investigation remains possible.
Stage 1: Local Resolution
- You will receive written acknowledgement within 3 working days
- You will receive a written response within 20 working days
- If delayed, we will provide updates every 20 working days
- Stage 1 will be completed within 3 months
Stage 2: Independent External Mediation
If you remain dissatisfied after Stage 1 is completed, you may contact: CEDR (Centre for Effective Dispute Resolution). Wylie Health Clinic subscribes to the CEDR Private Healthcare Mediation Scheme, recognised by regulatory bodies and insurers. Please note:
- Stage 2 cannot begin until Stage 1 is complete
- Complaints should proceed through mediation before legal action is considered
- Mediation is provided independently and free of charge to patients
- If mediation does not resolve the complaint, you may seek independent legal advice
Contact CEDR
Centre for Effective Dispute Resolution (CEDR)
100 St Paul's Churchyard
London EC4M 8BU
Tel: 0207 520 3800
Email: applications@cedr.com
More information: https://www.cedr-assist.com/consumer/private-healthcare-mediation/overview/
Care Quality Commission (CQC)
The Care Quality Commission is the independent regulator of health and social care services in England. If you have concerns about the safety or quality of care provided, you may contact the CQC directly. Please note that the CQC does not usually investigate or resolve individual complaints, but they may use your feedback when monitoring services. Website: www.cqc.org.uk Telephone: 03000 616161
If you have any concerns about a doctor's fitness to practise may also be raised with the General Medical Council. Wylie Health Clinic is committed to handling complaints fairly and confidentially, improving patient safety and experience and providing access to independent resolution services. Thank you for helping us improve our service.
Our Qualified Doctor
Dr. Suzanne Wylie
MEDICAL DOCTOR
Dr. Suzanne Wylie
Medical Director | MBBS, BSc (Biochemistry), completed examinations in MRCGP, DOccMed
Education: Graduated in medicine from the University College London (UCL), University.
Qualifications: BSc (Biochemistry), MBBS, completed examinations in MRCGP, DOccMed.
Dr. Suzanne Wylie is the founder and medical director of Wylie Health. With over a decade of experience in both the NHS and private healthcare, she is passionate about delivering holistic, patient-centred care across all age groups, from infants to the elderly. Trained at University College London (UCL), Dr. Wylie believes in giving patients the time they deserve through longer, unrushed appointments. Her approach addresses not only physical health but also emotional and psychological well-being. She’s committed to making healthcare accessible, flexible, and tailored to each individual.
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