PHIN is the independent, government-mandated information source about private healthcare, working to empower patients to make better informed choices of care provider. All CSL consultants and specialists provide information to PHIN about individual practices to improve data quality, outcome measurement and transparency.
We hope your experience with our consultants and specialists is a positive one, but if you have any feedback or complaints, we would like to hear about it. Receiving your feedback is important for us to continually improve our service.
Should you wish to put your comment or complaints in writing, please address it to:
Dr Richard Schoub
Clinical Governance Lead
Complex Spine London
27 Old Gloucester Street
London WC1N 3AX
In providing you with our services, CSL is required to inform you about professional fees that our consultants and specialists may charge you or your insurance provider, or any other person paying your consultation fees. None of our consultants and specialists will charge you more than £300 for a new consultation, and £150 for a follow-up consultation. If you require day case or inpatient treatment, our consultants and specialists will provide you with a cost of professional fee for this procedure. Please ask for this to be provided before you have your procedure. This cost does not include any hospital fees that you may have incurred separately from your outpatient appointment for investigations which we may organise for you, or any cost of day case or inpatient treatment received.
After your outpatient appointment, you may be asked to have investigations such as blood tests, X-rays, and MRI or CT scans. The cost of organising these investigations will be collected directly by the hospital or clinic from you or your insurance provider, or the person paying your hospital fees.
Similarly, if you require a procedure to be done as a day case or inpatient in a hospital, the hospital will be responsible for providing a cost of treatment and collecting this fee.
If you need to reschedule or cancel your appointment, please call us on 020 3950 2409 or 020 7780 2628 as soon as you can. You may incur an administrative charge for not attending your scheduled appointment.
Confidentiality and how your information may be used
In providing you with our services, CSL (Complex Spine London), or the hospitals our consultants or specialists work in, may handle your personal information, which may include medical information. We are very aware that you trust us to keep this information confidential and that is why we comply with UK data protection law and follow medical confidentiality guidelines issued by professional bodies.
We are committed to keeping your personal information secure. We have put in place physical, electronic and operational procedures intended to safeguard and secure the information we collect. We use Egress Software Technologies, a leading provider of data security services designed to protect shared information throughout its lifecycle.
The information we hold about you may include sensitive personal information. We may collect this information during contacts we have with you, or from the hospitals that our consultants or specialists work within.
Information about you is collected when you engage with CSL, or from the hospitals our consultants or specialists work within, either by entering a contract with CSL, submitting a query or enquiry, or participating in marketing activity. We may also collect personal information about you from other people when we obtain medical reports, or when we liaise with your family, employer, health professional or other treatment or benefit provider.
We use your personal information to provide you with our services, and to improve and extend our services. We will always ask for your consent to use this personal information, which will be kept as part of your medical records – and this consent can be withdrawn at any stage if you change your mind. This will not affect the care or service that you receive from CSL.
Information about you may be shared with other healthcare professionals, such as your GP, hospital consultants, therapists, and others involved in your care. We also work in partnership with British Spine Registry (britishspineregistry.com), which collects information about spinal surgery in the UK. This may involve them handling your personal information, which may be done outside of the European Economic Area. We ensure that the confidentiality and security of your personal information is protected by contractual restrictions and service monitoring.
If you would like to know more about how we use your information, or if for any reason, you do not wish to have your information used in any of the ways described above, please let your consultant or specialist know, or email: firstname.lastname@example.org
If you require any of your medical records kept by CSL, please email: email@example.com
We may ask you to provide additional information or documentation to confirm your identity, or if you are seeking to access personal information of another individual, proof of their consent or your legal right to receive their personal information.
If you would like us to remove or correct (where justified) any inaccurate information, please let your consultant or specialist know, or email: firstname.lastname@example.org
If you have any data protection queries, aside from your medical record, please contact us at: email@example.com or write to us at: Data Protection Officer, Complex Spine London, 27 Old Gloucester Street, London WC1N 3AX
The London Independent Hospital 1 Beaumont Square, London E1 4NL