Making a complaint

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 (stage 1), 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 at the address below (stage 2), within 6 months of the date of the hospital decision letter, providing details of the aspects of your complaint that remain unresolved. The Group Chief Executive or an authorised individual will send an acknowledgement letter explaining the process to the complainant.

BMI Healthcare House
3 Paris Garden
Southwark
London SE1 8ND
info@bmihealthcare.co.uk

Timeframe for response

  1. A written acknowledgement will be provided within 2 working days of receipt of a complaint, unless the complaint can be answered and a full reply can be sent within 5 working days.
  2. A full written response should be provided within 20 working days when the outcome of the investigation is known.  Where this is not possible due to the complexity of the investigation or a temporary absence of key people, a holding letter will be provided within 20 working days explaining the reason for not being able to provide a full response in this time frame.  
  3. A holding letter should be sent at least every 20 working days in the event a response is not possible within the extended time frame.
If you remain dissatisfied with the first two stages and require an independent adjudication, please check the relevant body you need to contact below:
Contact details
England & Wales [Private Patient] England
[NHS Patient]
Wales
[NHS Patient]
Scotland
[NHS Patient]
Scotland
[Private Patient]
Definition You have received treatment at a BMI hospital that was not paid for by the NHS. You have received treatment at a BMI hospital that was paid for by the NHS. You have received treatment at a BMI hospital that was paid for by the NHS. You have received treatment at a BMI hospital that was paid for by the NHS. You have received treatment at a BMI hospital that was not paid for by the NHS.
If you remain dissatisfied after the previous stages have been completed (Stage 3) You may write within 6 months of receipt of the stage 2 decision letter to:

Independent Sector Complaints Adjudication Service
70 Fleet Street         
London
EC4Y 1EU

T: 0207 536 6091
www.iscas.org.uk

You may write after the stage 1 decision letter to:

The Parliamentary and Health Ombudsman. Millbank Tower, Millbank, London SW1P 4QP. Or call 0345 015 4033.

You may write after the stage 1 decision letter to:

Public Services Ombudsman for Wales. I Ffordd yr Hen Gae, Pencoed, CF35 5LJ. Or call 0300 790 0203.

You may write after the stage 1 decision letter to:

The Scottish Public Services Ombudsman. FREEPOST, EH641, Edinburgh EH3 0BR. Or call 0800 377 7330.

You may write within 6 months of receipt of the stage 2 decision letter to:

Independent Sector Complaints Adjudication Service
70 Fleet Street             
London
EC4Y 1EU

T: 0207 536 6091
www.iscas.org.uk

You may, at any time, raise concerns about standards of care with the regulatory body with which the hospital is registered: For England:
Care Quality Commission. CQC national Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA.

Or call 0300 061 6161.

Or For Wales:
Healthcare Inspectorate Wales. Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 IUZ.

Or call 0300062 8163.

Care Quality Commission. CQC national Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA.

Or call 0300 061 6161.

Healthcare Inspectorate Wales. Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 IUZ.

Or call 0300062 8163.

Healthcare Improvement Scotland. Executive Office Business Manager, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB.

Or call 0131 623 4300.

Healthcare Improvement Scotland. Executive Office Business Manager, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB.

Or call 0131 623 4300.

England & Wales [Private Patient]

Definition
You have received treatment at a BMI hospital that was not paid for by the NHS.

If you remain dissatisfied after the previous stages have been completed (Stage 3)

You may write within 6 months of receipt of the stage 2 decision letter to: Independent Sector Complaints Adjudication Service. Independent External Adjudication Secretariat, C/O Independent Healthcare Advisory Services. 1 King Street, London, EC2V 8AU. Or call 0203 713 1746.

You may, at any time, raise concerns about standards of care with the regulatory body with which the hospital is registered:

For England:
Care Quality Commission. CQC national Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA. Or call 0300 061 6161.

Or for Wales:
Healthcare Inspectorate Wales. Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 IUZ. Or call 0300 062 8163.


England [NHS Patient]

Definition
You have received treatment at a BMI hospital that was paid for by the NHS.

If you remain dissatisfied after the previous stages have been completed (Stage 3)

You may write after the stage 1 decision letter to: The Parliamentary and Health Ombudsman. Millbank Tower, Millbank, London SW1P 4QP. Or call 0345 015 4033.

You may, at any time, raise concerns about standards of care with the regulatory body with which the hospital is registered:

Care Quality Commission. CQC national Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA. Or call 0300 061 6161.


Wales [NHS Patient]

Definition
You have received treatment at a BMI hospital that was paid for by the NHS.

If you remain dissatisfied after the previous stages have been completed (Stage 3)

You may write after the stage 1 decision letter to: Public Services Ombudsman for Wales. I Ffordd yr Hen Gae, Pencoed, CF35 5LJ. Or call 0300 790 0203.

You may, at any time, raise concerns about standards of care with the regulatory body with which the hospital is registered:

Healthcare Inspectorate Wales. Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 IUZ. Or call 0300 062 8163.


Scotland [NHS Patient]

Definition
You have received treatment at a BMI hospital that was paid for by the NHS.

If you remain dissatisfied after the previous stages have been completed (Stage 3)

You may write after the stage 1 decision letter to: The Scottish Public Services Ombudsman. FREEPOST, EH641, Edinburgh EH3 0BR. Or call 0800 377 7330.

You may, at any time, raise concerns about standards of care with the regulatory body with which the hospital is registered:

Healthcare Improvement Scotland. Executive Office Business Manager, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB. Or call 0131 623 4300.


Scotland [Private Patient]

Definition
You have received treatment at a BMI hospital that was not paid for by the NHS.

If you remain dissatisfied after the previous stages have been completed (Stage 3)

You may write within 6 months of receipt of the stage 2 decision letter to: Independent Sector Complaints Adjudication Service. Independent External Adjudication Secretariat, C/O Independent Healthcare Advisory Services. 1 King Street, London, EC2V 8AU. Or call 0203 713 1746

You may, at any time, raise concerns about standards of care with the regulatory body with which the hospital is registered:

Healthcare Improvement Scotland. Executive Office Business Manager, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB. Or call 0131 623 4300.