I do not recommend Dr. Bataille or The Medical Chambers Kensington. The skin check was shockingly superficial, and the interaction dismissive. I found a serious lack of ethical care, especially around informed consent and communication. Procedures were done without clear explanation or discussion of options, and I was not involved in decisions about my treatment. The billing was confusing and non-transparent, with unexpected double charges (one for the doctor, one for the clinic - both, overpriced). When I raised concerns, the response was slow, dismissive and disrespectful towards the patient, including repeatedly mischaracterising reasons for concern. This isn’t about my diagnosis or outcome—it’s about respecting patients’ rights to clear, honest information and involvement in their care. Unacceptable.
Reply The Medical Chambers Kensington:
Dear Ms Medem, we are genuinely sorry that you were dissatisfied with our service as it is always our goal to provide patients with the highest standard of care including clear communication. I’m pleased to say that public reviews on Google and Feedback Company clearly demonstrate that we get it right most of the time. Patients’ feedback, including complaints, is invaluable to help us improve the way we deliver our services. Our understanding is that you are happy with the medical care you received.
You claim that “the skin check was shockingly superficial”. This is the first time that you have made this claim although we have been communicating for several months. However, in addition to a detailed skin check, you had a full body mole map using an AI-enabled Automated Total Body Imaging System without charge.
You then had 2 procedures and in each case the reasons and benefits were explained to you and your GP was informed. You signed consent forms prior to the procedures and as there were several weeks between appointments there was plenty of time to approach Dr Bataille or the clinic should you have wanted more information.
You claim, “The billing was confusing and non-transparent, with unexpected double charges”, and “overpriced”. It is not unusual for consultants to invoice for their fees separately from the clinic/hospital where they operate. So, Dr Bataille’s finance team invoiced you for your consultations and we invoiced you for the procedures and associated costs. As you told us that you were insured, we did not volunteer fee information as we usually do when the patient is self-paying, and neither did you ask about fees and charges. You were charged at rates which are very far from "overpriced" as you claim and I encourage you to research fees charged by our competitors for similar procedures. We are confident that our fee levels are very competitive.
It is not correct to say that our response has been dismissive and disrespectful. We have exchanged numerous emails over the past few months, and I offered to discuss your complaint on the telephone. You refused my offer. However, we do acknowledge and apologise for the delay in handling and following up on your complaint, which was due to a personnel handover error when the person who initially dealt with your complaint went on maternity leave.
We have discussed your complaint extensively with Dr Bataille and we are all agreed that communication can always and should be improved. We have taken steps to further improve our level of communication. All of this said we are genuinely sorry that you were dissatisfied with your experience and that you felt you were not fully informed.
Ivor French. Director.