We are committed to maintaining the highest standards in all aspects of care. So when patients and visitors offer praise - or criticism - we listen carefully. We review all the comments you make and we use that information to improve our services and facilities even further.
Whatever you want to say, your opinions and comments are important to us - good or bad.
If you want to complain
If you are unhappy with our facilities or service we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologise and take positive action where necessary. If you tell us as soon as the problem arises, it can often be sorted out straightaway. In many cases, the person looking after you may be able to solve a day-to-day query. Otherwise, the hospital director, matron or a senior member of staff will be happy to help.
If you are not completely satisfied you can put your comments in writing. We take all comments and complaints seriously.
We always:
- pass on any praise to the people concerned
- handle complaints in complete confidence
- investigate impartially
- offer a clear and complete explanation
Write to us
The hospital director is responsible for the day-to-day running of the hospital and is in the best position to investigate any complaint thoroughly and promptly. You, or your representative (with your consent), can make a complaint by completing the feedback form on this website or you can write a separate letter, stating:
- the hospital and department/area where you were treated
- the date on which you had reason to complain
- names of the consultant(s), nurses or other staff who were caring for you, if known
- the type of treatment you received
- details of your complaint
- any further comments that you want to bring to our attention
Getting back to you
Acknowledgments will be sent within 48 hours of receiving the complaint. We will then reply in full as promptly as we can - usually within 20 working days. If the investigation is still going on after 20 days we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.
An appeal to the director of clinical services
If you are not happy with our response, you can take your complaint to the director of clinical services at Spire Healthcare's head office. The hospital director's letter will explain what to do and where to send your correspondence. The director of clinical services will review your complaint and offer any advice to help resolve the matter.
An independent review
As a final resort, you have the right to take your complaint to independent external adjudication.
This process is run by the Independent Healthcare Advisory Services info@independenthealthcare.org.uk (telephone 020 7379 8598) who only become involved once you have been through Spire Healthcare's complaints policy. If we have been unable to resolve your complaint, this process will be fully explained in a letter from the managing director.
As an alternative, you can complain directly to the Care Quality Commission (regulator for hospitals in England) but the commission may decide that the complaint should be considered at hospital level first and return it to the hospital for action.
Our hospital in Scotland is regulated by the Scottish Commission for the Regulation of Care (Care Commission).
Our hospitals in Wales are regulated by the Healthcare Inspectorate Wales.