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BMI Healthcare complaints process

After you leave the hospital

If you would like to make a comment or complaint after you have left the hospital, please write as soon as possible, but no longer than 6 months of the complaint event, to the hospital's Executive Director, who will then ensure that a thorough investigation is undertaken. We aim to provide a full response within 20 working days of receiving a written complaint.

You may be invited to speak to the hospital's Executive Director on the phone, or if you prefer, an appointment can be made for you.

Our promise to you:

  • We will listen to every complaint
  • We will be open, honest and thorough in any investigation
  • We will deal with everyone fairly and objectively
  • We will respond promptly
  • We will seek to resolve any issues amicably
  • We will use the experience to improve our services and standards.

Still unhappy?

We have a formal staged procedure for dealing with complaints. Our intention is that matters are resolved to your satisfaction by the hospital's Executive Director. However, if you are not satisfied, you are invited to write to the Group Chief Executive of BMI Healthcare at our head office providing details of the aspects of your complaint that remain unresolved. The address is shown below. The Group Chief Executive will consider your complaint and review the way in which it has been handled and respond to you where possible within 20 working days of receiving your written complaint.

BMI Healthcare House
3 Paris Garden
Southwark
London SE1 8ND

T: 0808 101 0337
E: info@bmihealthcare.co.uk

BMI Healthcare is a member of the Independent Sector Complaints Adjudication Service (ISCAS). If you remain dissatisfied after the first and second stages have been completed, you may write, within 6 months of receipt of your stage 2 decision letter, to ISCAS at the address below for an independent external adjudication. Although complaints will be managed through the process detailed, you may at any time raise any concerns about the standard of care with the regulatory body with which the hospital is registered. Care Quality Commission in England, Healthcare Inspectorate Wales or Healthcare Improvement Scotland.

Independent External Adjudication Secretariat
C/O Independent Healthcare Advisory Services
Centre Point
103 New Oxford Street
London
WC1A 1DU

T: 020 7379 8598
E: info@independenthealthcare.org.uk
W: www.iscas.org.uk

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