Making a complaint

Feedback or complaints

We are serious about your health and we are passionate about the care we deliver to you.

BMI prides itself on the standard of its service, staff and facilities.  However, we do know that sometimes things do not go as planned and on those occasions we would like to hear from you.  We are aligned and endorse the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) complaint handling guidance, and we believe that how we manage your feedback says a lot about us:

  • We will always thank you for bringing those issues to our attention.
  • We will always investigate thoroughly and let you know what we found.
  • We will always learn the lessons and make sure those lessons are known by all our colleagues.

In the first stage, we ask you to share your concerns with the Executive Director of the Hospital you attended

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
youropinioncounts@bmihealthcare.co.uk

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.