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We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

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These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms.
You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

These cookies are required

Functional

Record information about choices that you have made, and they also allow us to tailor the website to suit your needs.

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These cookies allow the website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located.

These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog.

The information these cookies collect are anonymised and they cannot track your browsing activity on other websites.

By using our website, you agree that we can place these types of cookies on your device.

 

Marketing

Are used to track visitors across website. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers. 

These cookies allow us to advertise our products to you and allow us to pass this information on to our trusted third parties so that they can advertise our products to you on our behalf.
All information these cookies collect is aggregated and therefore anonymous. No personal information is shared to third parties. Any personal information collected while using our website could be used for direct marketing from HCA only.

Performance Cookies

Are used to monitor the use of our website. We use a number of tools that monitor visitor behaviour on our website to help us improve our information and services.

LIST OF PERFORMANCE COOKIES:

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These cookies collect information about how visitors use our website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don't collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how our website works.

By using our website, you agree that we can place these types of cookies on your device.

Feedback, comments and complaints

Comments

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.

Ways to leave your feedback

If possible, please tell us of your concerns while you are in the facility. Patient Satisfaction Questionnaires are available in all patient rooms and can also be obtained from the nursing stations on the ward. Each one is read and recorded, with action taken as required. Each clinical department has a manager. Please do ask to speak to them directly if you experience any issues – they are always happy to help.

 

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

What happens next?

There are three stages to the complaints procedure. The first step is to 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 2 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.

 

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.

 

If you are dissatisfied with the internal appeal and the decision of the Group Chief Executive, you have the right to refer the matter to the Independent Sector Complaints Adjudication Service (ISCAS). You must write to the ISCAS Secretariat within 6 months of the final decision of the hospital’s internal review. You can request an independent adjudication of HCA International’s decision by writing to: ISCAS, Care of CEDR - Centre for Effective Dispute Resolution, International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU or via email info@iscas.org.uk or telephone: 020 7536 6091.

 

You can download a copy of the HCA UK complaints guide here.

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