Feedback, comments and complaints

HCA Healthcare UK is committed to delivering safe, high-quality, cost-effective healthcare. We will do our best to ensure the time you spend in our hospitals is as comfortable as possible and to provide you with excellent personal and professional care. We therefore appreciate all feedback regarding the care and service that you, your family or others experienced during your visit and explain how we deal with concerns or complaints you may wish to raise.

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.

An email, text message or a QR code will also be sent to you with a link to the questionnaire, should you prefer to complete it once you’ve left us.

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 or via email.

Stage 1

Contact the Chief Executive Officer of the facility you visited either in writing to the facility’s address or via email.

If your concerns were raised verbally, we will aim to resolve these immediately. If your complaint is in writing, the Chief Executive Officer will acknowledge in writing within 3 working days of receipt.

After a full investigation into your complaint has been undertaken, 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 or a response is delayed for any reason, the Chief Executive Officer will advise you of this in writing.

If you wish to send your complaint via email, please select the facility you visited below: 

London Bridge Hospital 

The Wellington Hospital

The Princess Grace Hospital 

The Portland Hospital 

The Lister Hospital 

HCA Primary Care Services 

University College Hospital

The Christie Private Clinic

The Wilmslow Hospital

Leaders in Oncology Care

The Harley Street Clinic

The Harborne Hospital

Stage 2

We hope that your concerns are resolved at Stage 1 but if you are unhappy about how your complaint was handled, you may wish to escalate your concerns to Stage 2 and request an internal independent review. This stage is the responsibility of the Group Chief Executive of HCA Healthcare, who is based at 2 Cavendish Square, London, W1G 0PU. You may also escalate your concerns to Stage 2 here.

You will need to write to the Group Chief Executive within 6 months of the date of the final written Stage 1 response from the facility CEO. You will receive an acknowledgment of the appeal within 3 working days of receipt. The Group Chief Executive Officer will consider the complaint and will oversee a review of the correspondence and handling of the issues at hospital level.

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.

Stage 3

As HCA Healthcare is a subscriber member of the Independent Sector Adjudication Service (ISCAS) you are able to request an independent review of your concerns where you feel these have not been resolved at Stages 1 and 2 of our complaint process. Therefore, should you remain dissatisfied with the response to your concerns, you can refer the matter to ‘Stage 3’ and request an external review and adjudication. To do so you will need to write to ISCAS within 6 months of the date of the response letter from the Group Chief Executive Officer to the address below. 

The Secretariat of the Independent Sector Complaints Adjudication Service
CEDR. 3rd Floor, 
100 St Paul’s Churchyard 
London
EC4M 8BU