Our Policies
At Harley Row Clinic, we believe in transparency and patient-centred care.
Here’s a summary of our key policies — the full versions are available on request.
Complaints Policy
We welcome feedback (positive or negative) and use it to drive service improvement. We recognise that we may not always get things right. If you have a complaint or concern about the service you have received from any of the doctors or any member of staff working at the practice please let us know.
When to complain
If you are unable to raise your complaint immediately, please give the details of your complaint to us within 6 months of the event that has caused dissatisfaction.
Next steps
- Step 1: Talk to your clinician or our admin team — many issues can be resolved straight away.
- Step 2: If you prefer, email or write to us with details of your concern.
- We’ll acknowledge your complaint within 3 working days and aim to respond fully within 20 working days.
- If you’re not satisfied, we’ll explain how to escalate to an independent body (such as the Parliamentary and Health Service Ombudsman or CQC).
Full details of our complaints procedure and contact details for the IDF/ISCAS can be found in our complaints policy, a copy of which can be requested from our Practice Manager via Reception.
- info@harleyrowclinic.co.uk
- 020 8123 7065
Cancellation Policy
Your appointment time is reserved especially for you.
- More than 48 hours’ notice: No charge.
- Less than 48 hours’ notice: 50% of the fee.
- No-shows: Full fee charged.
- We understand emergencies happen - if you can’t attend for an urgent reason, please let us know as soon as possible.
Consent to Treatment
Before any assessment, therapy, or medical treatment, we’ll explain what it involves, the benefits, and any possible risks.
- Adults: We require informed consent before starting
- Children: Consent is obtained from a parent or legal guardian. You can withdraw consent at any time without affecting your right to care.
Confidentiality & Privacy
We treat all your personal and medical information with the strictest confidence.
- We comply with UK GDPR and relevant data protection laws.
- Information is only shared with your consent or when legally required (for example, to protect your safety or that of others).
- You can request access to your records at any time.
Prescription Policy
If your treatment includes medication:
- Prescriptions are issued only after a full assessment by a qualified prescriber.
- We follow clinical guidelines for safe prescribing and monitoring.
- Repeat prescriptions require regular follow-up appointments.
Other Policies Available on Request:
- Quality Assurance Policy
- Safeguarding Policy
- Accessibility Statement
- Equality & Diversity Statement
- info@harleyrowclinic.co.uk
- 020 8123 7065