Feedback, comments and complaints

Whether you are a patient, relative or a visitor to one of our facilities, we want to ensure that your experience is a positive one.

We value all feedback following your visit to one of our facilities. We ask that if you do encounter any problems, however small, you let us know. We are continually striving to improve our service and care, and your comments and feedback are invaluable in helping us to do this.

If possible, please tell us of your concerns while you are in the facility. You can do this in the following way:

Complete a Patient Satisfaction Questionnaire. Our questionnaires are available in all patient rooms and can also be obtained from the nursing stations on each floor and in our outpatient centres. Each questionnaire is read and recorded, with action taken as required.

Speak to a manager of the area you are in. Each clinical department has a manager. Please ask to speak to them directly if you experience any issues – they are always happy to help.

A written complaint. Complaints can be sent in writing directly to the Chief Executive Officer at the main facility address.

Step 1

Contact the Chief Executive Officer of the facility you visited.

If your complaint is verbal, we aim to respond immediately, or if an investigation is required, within 2 working days. If your complaint is in writing, the Chief Executive Officer will acknowledge receipt within 3 working days.

After we have carried out a full investigation into your complaint, you will usually be sent a full reply within 20 working days; however, depending on the nature of the complaint, it can sometimes take time to establish the facts and circumstances. If a response is likely to take longer than 20 working days, the Chief Executive Officer will advise you of this.

Step 2

If you are unhappy about how the complaint is being handled, you can ask for an internal appeal. The internal appeal stage is the responsibility of the Group Chief Executive of HCA International, who is based at 242 Marylebone Road, London NW1 6JL.

You will need to write to the Group Chief Executive within 6 months of the date of the final written response from the CEO of the facility you visited. You will receive an acknowledgment of the appeal within five working days of receipt. The Group Chief Executive Officer will consider the complaint and may undertake a review of the correspondence and handling of the issues at hospital level if they feel that this is appropriate. 

The Group Chief Executive will then either confirm the decisions and actions taken by the hospital Chief Executive Officer, or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal. In any event, you will receive an update letter every 20 working days until the matter is resolved.