Raising complaints

We aim to provide a high standard of service where our patients’ wellbeing and comfort are always our top priority. However, we understand that sometimes things might not go according to plan. If you are not satisfied with the care you, a relative or friend has received, it is important to tell us so that we can address the problem quickly.

Often the quickest and easiest way to resolve a problem or get an answer to any question you may have is to speak to the staff that are caring for you. You can speak to the nurse/midwife looking after you or ask to speak to the ward manager, lead nurse/midwife or your local service manager. You may decide that you would like to discuss your concerns directly with your consultant and we will be happy to arrange this for you. Staff will always act professionally and respond to concerns as they are keen to receive feedback. You might also want to let us know about something that has gone well or about staff that you feel have excelled in their service to you.

Formally raising your concerns

If you feel that your concerns have not been resolved informally, you can raise a formal complaint. Please be assured that any complaint or concerns you raise will not be recorded in your notes and will not affect your care in any way.

The formal complaints process has three stages:

Stage 1- Contact the director

Initially, you can raise a formal complaint by contacting the director of Imperial Private Healthcare:

Imperial Private Healthcare
The Lindo Wing
St Mary’s Hospital
Praed Street
W2 1NY

Telephone: 020 3311 7700

Email: imperial.private.healthcare@nhs.net

Your complaint will be acknowledged within three working days and we will support you through this process, offering a dedicated contact person for your complaint investigation, face-to-face meetings and regular updates.

Stage 2 – Contact the chief executive of Imperial College Healthcare NHS Trust

If you remain dissatisfied, you can write to the chief executive of the Trust:
Imperial College Healthcare NHS Trust
The Bays, South Wharf Road
St Mary’s Hospital
London W2 1NY

The chief executive will review your complaint and contact you directly.

Stage 3 – Request an independent review and adjudication of your complaint

If you are still not satisfied, you can contact the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) who will assess your complaint and how we have handled it and will then consider an independent review:

70 Fleet Street
London EC4Y 1EU

Email: info@iscas.org.uk
Telephone: 020 7536 6091 (Monday to Friday, 09.00-17.00)

Further information

If you would like to know any more about how we handle concerns and complaints or would like to tell us about how we can improve our services, please contact the customer service manager or a member of the management team by calling  020 3311 7700 or emailing imperial.private.healthcare@nhs.net