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

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 complete, in cases such as this, the Executive Director will write to you to inform you of this.

Alternatively, email youropinioncounts@bmihealthcare.co.uk.