Patient Safety & Governance
Safety is our highest priority. Our governance framework ensures rigorous case selection, provider standards, and comprehensive documentation.
Our Safety Framework
Multiple layers of oversight and quality assurance to ensure patient safety throughout the pathway.
Clinical Screening & Case Selection
Rigorous assessment to ensure treatment abroad is safe and appropriate
- ✓Review of complete medical history and current condition
- ✓Assessment of fitness for travel and surgery
- ✓Identification of risk factors and comorbidities
- ✓Evaluation of social support and ability to manage aftercare
- ✓Clear exclusion criteria for high-risk cases
- ✓Second opinion requirement for complex procedures
Provider Standards
Working only with hospitals and consultants who meet our requirements
- ✓International accreditation (JCI, NABH, or equivalent)
- ✓Appropriate consultant qualifications and experience
- ✓Adequate critical care and emergency facilities
- ✓Robust infection control procedures
- ✓Comprehensive medical records systems
- ✓English-speaking clinical staff
Documentation Requirements
Ensuring comprehensive records for continuity of care
- ✓Detailed discharge summary from treating consultant
- ✓Operative notes and procedure specifics
- ✓Pathology and imaging reports
- ✓Medication list and prescribing information
- ✓Follow-up care recommendations
- ✓All documentation in English
Consent & Informed Decision-Making
No-pressure approach supporting patient autonomy
- ✓Clear explanation of risks, benefits, and alternatives
- ✓Time to consider options without sales pressure
- ✓Access to independent medical advice encouraged
- ✓Written information provided in advance
- ✓Opportunity to speak with treating consultant before commitment
- ✓Cooling-off period for cosmetic procedures
Complications & Escalation
Clear pathways for managing complications and ensuring appropriate care.
During Treatment in India
- 1.Immediate medical attention from treating team and hospital staff
- 2.Notification of UK case manager for coordination support
- 3.Access to critical care facilities at treating hospital
- 4.Travel insurance notification for coverage assessment
- 5.Medical repatriation arranged if clinically necessary and appropriate
After Returning to the UK
- 1.Contact your UK GP immediately if concerns arise
- 2.Attend A&E for urgent issues requiring immediate attention
- 3.Notify your case manager for coordination support
- 4.We facilitate communication with treating consultant if needed
- 5.Travel insurance covers treatment for complications as per policy terms
Emergency Situations
In a medical emergency, always call 999 (UK) or local emergency services (India) first. Our coordination service is not an emergency medical service and cannot replace immediate medical attention.
Continuity of Care & Aftercare Planning
Discharge documentation: You will receive comprehensive medical records including discharge summary, operative notes, medication list, and follow-up recommendations—all in English.
UK GP communication: We facilitate sharing of your treatment records with your GP and provide a summary letter. However, ongoing NHS care is subject to local commissioning decisions.
Follow-up arrangements: Your discharge pack will specify recommended follow-up. This may include review by your UK GP, private follow-up, or telemedicine with your treating consultant.
Case manager support: Our UK-based case manager remains available for queries during the initial recovery period to help coordinate any follow-up needs.
Limitations: We cannot guarantee NHS follow-up care or investigations. Some patients choose private follow-up or return to India for review appointments if required.
Outcomes Tracking
We systematically monitor patient outcomes and provider performance to maintain quality standards:
- •Post-treatment follow-up surveys to understand patient experience and outcomes
- •Collection of complication data (with patient consent)
- •Regular review of provider performance and documentation standards
- •Escalation and investigation of adverse events
- •Continuous improvement of our pathways based on learning
Complaints Process
If you have concerns about any aspect of our service or your treatment pathway, we want to hear from you:
Step 1: Contact your case manager or email complaints@kensingtoncarepathways.co.uk with details of your concern.
Step 2: We will acknowledge your complaint within 48 hours and investigate thoroughly.
Step 3: You will receive a detailed written response outlining our findings and any actions taken.
Step 4: If you remain dissatisfied, you may request an independent review by our advisory board.
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