Feedback
At Numa, we welcome any feedback from you as this gives us an opportunity to learn and improve the services, care, and treatment we provide.
If you wish to raise a concern, make a complaint, or provide feedback this information page provides details on how to do this.
At NUMA, we will be open and transparent in our investigation and our response to you. Please be assured that raising a concern or complaint will not compromise future care.
Ways to Leave your feedback:
Compliment
If you would like to make a compliment about any aspect of the care, treatment and service you received, please let us know, and we will share this with the relevant individual. You can tell us this verbally, in writing, via email or phone using the contact details for the Clinical manager – info@numaoxygen.com
Concerns
Please raise a concern if there is an occasion where NUMA may not have met your expectations and you want to highlight this to us but do not need to raise a formal complaint. To express a concern please speak to an appropriate member of staff.
This could be a team member providing your care, or you can raise this with our clinic manager who will take your concerns forward. You can also raise a concern once you have left NUMA.
Google Reviews – You can leave a google review of your experience at NUMA
Complaints
All information you provide will be handled confidentially, involving only those who need to know and following all relevant data protection requirements.
Making a Complaint
A complaint can be made in writing or by email. Your complaint should be made as soon as possible after the event and must be made to us within 12 months of the event or discovering that you have cause to complain.
The contact details for you to make your complaint are:
- Chloe Aylott, Clinic Manager
- NUMA Ltd
- 6 York Street
- London, W1U6QD
- Email address: info@numaoxygen.com
- Main Phone: 0208 038 9280
When we receive your complaint the following steps will be taken:
- The Clinical Director or an appropriate member of the team will telephone you to talk through the issues you have raised
- A written acknowledgment of your complaint will be sent to you within 3 working days of receipt of the complaint and providing a date when you can expect a written response.
- NUMA will provide the written response to your complaint within 20 working days from the date we receive it. We will notify you of any unexpected delays
If you are making a complaint on behalf of someone else, we will require a consent form to be completed so that we have permission to share confidential details with the complainant rather than the patient.
To help us address your feedback most effectively, it would be helpful if you could include the following:
- What the reason for your feedback
- When and how the events occurred
- What action have already taken (if any)
- The outcome you want from your feedback
