Give us your feedback
We aim to provide the highest standards of care and service to our patients and continuously strive to exceed your expectations. We regard your opinions and comments as extremely valuable; they help us to identify areas of success, and opportunities for improvement.
We ask inpatients to kindly complete a questionnaire while they are at the hospital or soon after they have gone home, but we also welcome feedback from outpatients and visitors.
If you want to talk to us about anything regarding your visit or stay, you can call us, email us, or complete the online form below.
Tel: +44 (0)20 7460 5650
How to pay a compliment
If you have been particularly impressed by the care and treatment you have received, either from an individual or a team, and would like to make your thoughts known, you can do this by calling or writing to:
164-178 Cromwell Road
Tel +44 (0)20 7460 5650
It is very rewarding for staff to receive recognition or acknowledgement of the service they have provided. Compliments or messages of support will be sent directly to the staff concerned and their manager.
How to make a complaint
Often the quickest and simplest way to resolve an issue, or get an answer to any questions you may have, is to speak to the staff who are caring for you. If you are not satisfied or wish to speak to someone more senior, please ask the staff member to contact a manager who will endeavour to address and resolve any concerns you may have.
Make a complaint in writing
We will provide support to assist you in making a complaint and can provide information in a number of languages. If you wish to put your complaint in writing please address it to:
164-178 Cromwell Road
Email complaints: email@example.com
How we will help
We are committed to receiving complaints in an attentive and courteous manner, and to being open and sympathetic to your feelings.
If you make a complaint, we will endeavour to respond to your concerns quickly and efficiently, and to your fullest possible satisfaction. At any time during the process, we are happy to offer you a meeting to go through more complex issues in detail. If you wish, you can be supported throughout the whole procedure by the Complaints Lead.
Any inadequacy or deficiency identified in the services we provided will be rectified to prevent recurrence.
If you make complaint to us, we will send you an acknowledgement of having received it, within two working days.
All complaints are taken seriously and will be fully investigated. We will reply to you within 20 working days of receiving a complaint during which time we will investigate the matter fully. If we need more time to make investigations we will tell you this. We will explain clearly reasons for any delays in the process, together with an estimate of how long it will be before a full response can be made.
We will make the response in plain straightforward language, avoiding medical technical terminology, unless this is specifically requested as being essential. If medical technical terminology is used, an explanation will also be given in lay terms.
If you are not satisfied with the response, you can ask for your complaint to be taken to be reviewed by a committee chaired by the General Manager. The Complaints Lead will help you with any aspects of this process.
If you feel our final response does not resolve the matter to your satisfaction, you may wish to refer your case for independent external adjudication. The Independent Sector Complaints Adjudication Service (ISCAS) provides an adjudication service for complaints.
If you are an NHS patient treated under contract at the hospital your complaint will be managed as explained above. In addition you will also have access to the NHS complaints procedure.
For more information
We are a member of the Independent Sector Complaints Adjudication Service (ISCAS) and abide by its Code of Practice.