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Making a comment/complaint

We would like your stay with BMI Healthcare to be trouble free, so please feel free to speak to a member of our staff whilst in any of our hospitals. If you would like to make a comment or submit a complaint after you have left the hospital, please follow this complaints procedure

We always welcome any comment or complaint and ask that you either write directly to the hospital Executive Director or to [email protected]

The hospital Executive Director will be pleased to speak to with you and, if needed, can investigate the issue on your behalf.

If you would prefer to write to tell us about your concerns, then address these to the Executive Director of the hospital within 6 months (for private patients) and 12 months (for NHS patients) of becoming aware of the event complained about and they will get in touch with you within three working days,

If a formal investigation is needed, the Executive Director will aim to complete this and get back to you within 20 working days. There may be occasions where the investigation requires more than 20 working days to thoroughly review paperwork and interview relevant people; in cases such as this, the Executive Director will write to you to inform you of this and when you can expect to receive a final response to the investigation.

It rarely happens, but if you are not satisfied that the investigation has answered or addressed your concern, then please do call or write back to the Executive Director to see if there is anything else we could have looked into.

If you continue to remain dissatisfied, then you can write to our Head of Clinical Governance at the below address, stating your outstanding concerns.

Head of Clinical Governance
BMI Healthcare
National Enquiry Centre
Unit 1, Cameron Court
Cameron Street
Hillington Park
Glasgow G52 4JH

For private patients this should be within 6 months of the response letter from the Executive Director. NHS patients can contact the relevant Ombudsman within 12 months of becoming aware of the event complained about but after the response letter from the Executive Director.

The complaints team on behalf of the Head of Clinical Governance will ask a Regional Director to carry out a review of how the stage one complaint was handled within 20 working days. If more time is required to investigate you will be kept updated.

If you are still not satisfied with this review, you may feel that your case requires an independent adjudication from one of the bodies below:

Private patients – England / Wales / Scotland – (whose treatment was paid for by themselves or by insurance) can write (within six months of the date of the letter from the Regional Director) to the Independent Sector Complaints Adjudication Service (ISCAS), 70 Fleet Street, London EC4Y 1EU

NHS patients in England – can write (at any point after the letter from the hospital's Executive Director but within 12 months of becoming aware of the event complained about) to the Parliamentary and Health Ombudsman, Millbank Tower, Millbank, London SWIP 4QP

NHS patients in Wales – can write (at any point after the letter from the hospital's Executive Director but within 12 months of becoming aware of the event complained about) to the Public Services Ombudsman for Wales, Ffordd yr Hen Gae, Pencoed CF35 5LJ

NHS patients can receive advice from their local NHS Complaints Advocacy Service (contact your County Council for local details). Any patient who is concerned about the standards of care can also contact one of the independent regulators below at any time:

England: The Care Quality Commission, National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA

Wales: Healthcare Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil CF48 1UZ

Scotland: Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB

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