Complaints and concerns

We aim to provide the highest standard of service and our patient’s wellbeing and comfort are always our top priority.

However, we understand that sometimes things might not go according to plan. If you are not satisfied with the care you, a relative or friend has received, it is important to tell us so that we can address the problem quickly.  

Informal resolutions

Often the quickest and easiest way to resolve a problem or get an answer to any question you may have is to speak to the staff that are caring for you. You can speak to the nurse/midwife looking after you or ask to speak to the ward manager, lead nurse/midwife or your local service manager. You may decide that you would like to discuss your concerns directly with your consultant and we will be happy to arrange this for you. 

Staff will always act professionally and respond to concerns as they are keen to receive feedback. You might also want to let us know about something that has gone well or about staff that you feel have excelled in their service to you.

If you feel that your concerns have not been resolved informally, you can raise a formal complaint in writing. Please be assured that any complaint or concerns you raise will not be recorded in your notes and will not affect your care in any way.

Formal complaints

The formal complaints process has three stages: 

Further information

If you would like to know any more about how we handle concerns and complaints or would like to tell us about how we can improve our services, please contact the service manager of your hospital site or a member of the management team by calling 020 3311 7700 or emailing imperial.private.healthcare@nhs.net