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Quality and Clinical Governance

At Cleveland Clinic London our priority is to ensure that all patients are cared for in a way that is compassionate, effective, and safe. Our aim is to provide outstanding care, meeting the needs of each patient and ensuring high levels of patient satisfaction.

Cleveland Clinic London has implemented a robust Clinical Governance Framework, setting out the approach we are taking to maintain and improve quality and safety to provide every patient with the highest standard of care. Cleveland Clinic London promotes a culture of Continuous Improvement (CI), and we always strive to learn and get better.

We achieve this by:

  • Fostering a culture that promotes openness and learning.
  • Continual assessment of the quality and effectiveness of care and service through audit and feedback from patients.
  • Learning from errors to ensure improvements are implemented to reduce the risk of re-occurrence.
  • Ensuring effective risk management processes are in place to proactively minimise risks to patients, visitors and caregivers.
  • Sharing successes and celebrating outstanding practice.

Safeguarding statement

Cleveland Clinic London is fully committed to providing the highest standards of safeguarding practice.

We consider safeguarding to be the responsibility of all caregivers, both clinical and non-clinical. We discharge our safeguarding duties and provide assurance of this to the Care Quality Commission (CQC), who has registered Cleveland Clinic London to provide care. All staff have a duty of care to share concerns about patient or staff welfare if they believe they are suffering, or likely to suffer harm.

The safeguarding responsibilities of Cleveland Clinic London, encompassing children, young people and adults at risk, assure the provision of safe, high quality care for all those who entrust us with their care. As the legal frameworks, national policy and evidence change, we review our safeguarding provision regularly to ensure it is relevant and in line with our national and local authority agencies. We ensure that the duties and principles of safeguarding young people, children and adults are applied diligently and consistently using a holistic approach. We respect the need for patient autonomy and support the empowerment of patients’ right to make individual decisions.

Cleveland Clinic London works closely with agencies to deliver safeguarding responsibilities collectively, allowing us to help those needing support.

Patient Experience

Your feedback

We strive to provide outstanding and compassionate care and service, through every step of your journey. We are continually gathering feedback and looking for ways to enhance your experience and the care we deliver. Whether you are a patient or visitor to Cleveland Clinic London, we value your feedback.

A patient experience survey will be provided to all patients after every hospital stay, procedure and visit to help us continuously monitor and improve our service.

Concerns and complaints

If you or a family member has a concern, please raise it directly with a member of your care team. If necessary, they will escalate the feedback to a senior colleague on duty and/or our Patient Experience Manager for further intervention or support. All comments and complaints are investigated thoroughly, and are confidential.

If you would like to speak directly with our Patient Experience Team, please email [email protected].

To make a formal complaint please follow this guidance.

How we use your information

Cleveland Clinic London is committed to ensuring your health and care information is used by us to provide the best possible care, to monitor our services and improve your experience.

We are committed to exceeding the requirements of the Data Protection Legislation by adhering to multiple standards to keep information safe, accurate and used appropriately, and to providing our patients with a clear understanding of how it is used.

To find out more, please see our Privacy Policy.


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