Patient Guide

CSSA was created in 2021, in response to the inevitable challenges to the NHS in England & Wales. 

Formed by Prof, Raj Persad and Emma Reynolds. 

Weight loss services 

Our aim is to provide highly skilled multi-disciplinary teams along with dedicated managers to help people to optimise their individual weight loss journey, improving their overall health and wellbeing. 

CSSA provide private online weight loss service to patients with obesity disease, with a BMI over 30 or 27.5 for patients of certain ethnic groups or with complex co-morbidities Weight loss provision of private weight loss medication.   

Patients are required to complete an online health questionnaire which is reviewed by a Bariatric Consultant prior to commencing any patient on weight loss medication. The medication prescribed is based on responses within the questionnaire and is in the best interest of each individual patient. Reviews, by completion of monitoring questionnaires are completed by the patient monthly. Red flags are escalated to the lead clinician for review and action. 

The mission for the Clinical Support Services Alliance is to deliver the highest quality  individualised patient care. 

This means: 

• Achieving the highest clinical standards and outcomes for patients. 

• Delivering an outstanding patient experience; delivered by caring, patient-focused staff 

• Providing the highest standards of care through the recruitment and placement of appropriately trained, and motivated staff.  

• Offering continuity of care via supplying an end-to-end service which covers patient assessment, monitoring and follow up services to patients, incorporating locally based clinicians and online resources. 

• Supporting patients to improve their health and wellbeing by accessing weight loss medication that is assessed as is in the best interest of the patient, optimising and supporting their weight loss journey. 

• Offering choice to access tier 4 additional services to ensure the patient experience is positive working with the patient to ensure their individual weight loss goals are met. 

Click here to see our Terms of Service

You have the right to make a complaint about any aspect of the care, treatment or services provided by CSSA. 

CSSA encourages feedback because it is used to improve services. If you wish to share your views and experiences, positive or negative, simply speak to a member of CSSA staff who will escalate as appropriate to a member of the management team. 

If you are unhappy with any part of our service, we encourage you to discuss your concerns as early as possible, as we may be able to sort the issue out quickly. Most problems can be dealt with at this stage, but in some cases, you may feel more comfortable speaking to someone not directly involved in your care.  

Making a complaint 

Complaints should normally be made within 12 months of an incident or of the matter coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it is possible to complete a fair investigation. 

You can make a complaint verbally, in writing, or by email. If you make your complaint verbally, a record of your complaint will be made, and you will be provided with a written copy. 

Who do I make my complaint to? 

You can contact our registered manager at  

Clinical Support Services Alliance. 

Pembroke House 

Ty-Cochlane 

Llantaurnam Parkway 

Cwmbran 

NP44 3AU 

Or email: - governance@clinicalalliance.co.uk 

If you are complaining on behalf of someone else, include their written consent with your letter (if you are making your complaint in writing) as this will speed up the process. 

What to expect 

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within three working days of receiving your complaint. 

If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent – there is no set timeframe, and it will depend upon the nature of your complaint. If, in the end, the response is delayed for any reason, you will be kept informed. 

If you have made a complaint but do not receive a response or a decision for more than six months, you will be told the reason for the delay.  

Once your complaint has been investigated you will receive a written response. The response should set out the findings and, where appropriate, provide apologies and information about what is being done because of your complaint. It will also include information about how the complaint has been handled. 

Should you remain unhappy with the response to your complaint you can contact CSSA or Health Inspectorate Wales Contact us | Healthcare Inspectorate Wales (hiw.org.uk) email hiw@gov.wales or call 0300 062 8163 to discuss this. To escalate your complaint further, you can also call or visit the Parliamentary and Health Service Ombudsman’s website or call 0345 015 4033.  

Welsh Government 
Rhydycar Business Park 
Merthyr Tydfil 
CF48 1UZ 

Health Inspectorate Wales Contact us | Healthcare Inspectorate Wales (hiw.org.uk) email hiw@gov.wales or call 0300 062 816 

Welsh Government 
Rhydycar Business Park 
Merthyr Tydfil 
CF48 1UZ 

To be updated