Cancellations: We understand that sometimes you may have to cancel an appointment. Cancellations can be made by telephone, or email. If cancellation is necessary, we require that you contact us at least 24 hours in advance. Appointments are in high demand, and your advanced notice will allow another patient to access the appointment.

Notices and contact details: You must keep us updated of any changes in your contact details, as Genetic Experts UK will correspond with you using your last known contact. We will regard notices as served on you on the third working day after we post a letter to you, or send an email.

Complaints: We are committed to providing a high quality independent healthcare service to all our patients. We are extremely proud of the service that we offer and are disappointed if your experience has not met expectations. We do recognise that sometimes things may go wrong and if this is the case we want to know about it as quickly as possible, so we can try to resolve your concerns.

We would like to assure you that Genetic Experts UK will deal with all complaints respectfully and confidentially. Patients and their relatives will never be discriminated against or have their care compromised as a result of raising a complaint. By listening to our patients and regularly reviewing complaints data, we will consider making changes to improve and enhance the quality of the services we offer.

If you feel you wish to discuss any aspect of your care, raise a concern, or make a complaint, we would kindly ask that you bring this to our attention as soon as possible, who will be happy to assist you with the process.  We will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you can make a formal complaint by emailing the clinical director on vickikiesel@geneticexperts.co.uk