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 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 Chief Executive Officer of BMI Healthcare at our head office. This address is shown below. The Chief Executive Officer will consider your complaint and review the way in which it has been handled and respond to you.

If you remain dissatisfied after these two stages have been completed, our head office will give you details of how to contact the Independent Sector Complaints Adjudication Service for an independent review.  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.