Patient Feedback, Concerns & Complaints Policy

Reference number – NBPHP0002
Version – 004
Author – Shawn Warren-Willcox – Hospital Director
Date ratified – 28th July 2025
Committee / individual responsible – Governance Committee
Issue date – 28th June 2023
Review date – 28th July 2025
Next Review – July 2026

COMPLAINTS AND FEEDBACK

Your complete satisfaction is very important to us at North Bristol Private Hospital. We do everything possible to get things right but if there is something we need to know about, or improve, please tell us. We are open to comments, feedback, suggestions, ideas and complaints as all are a means of patients sharing with us their personal experience of our service. As an ethical company we strive to offer the highest professional standards and we want you to be delighted. If you are disappointed, think we could have done better or helped you in a different way, please give us the chance to improve in the future or put things right by getting in contact.

We’re always looking for ways that we can get better, so we welcome all feedback regarding our care to you. You can leave us feedback, in as much detail as you like, here. North Bristol Private Hospital is committed to providing an extraordinary standard of care.

This policy aims to explain how you can bring your feedback, concerns or a complaint to our attention, what your options are and how we will support you.

The most effective way to resolve any concern is by getting in touch with our Hospital Director, or a member of our surgical team immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint (or any other feedback), we will be pleased to help and support you through the process, as documented within this policy.

It is best to make your complaint (or share your feedback with us) as soon as possible, as memories will be fresher and it will be easier to investigate the facts. You should normally make your complaint within six months of the incident you are concerned about. The North Bristol Private Hospital may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.

You may be asked to attend the Hospital for an assessment with a nurse or a Doctor as part of the investigation, depending upon your individual circumstances, and our team will guide and support you during this process as required.  If necessary, we will contact you to arrange this and following your appointment, you will receive an outcome of your complaint within the timescales detailed above.

OUR PROMISE TO YOU

When we receive an enquiry, you can expect us to do the following:

• Listen to you thoroughly and understand how we can help you.
• Be open and honest in our response.
• Help you to find the best way of resolving any problems, or getting an answer to your question.
• Deal with your enquiry in confidence.
• Keep you updated on the progress of your enquiry and any action we intend to take.
• Communicate to you in your chosen format.
• Use information from your enquiry to improve our services.

PATIENT INFORMATION LEAFLET

We understand that sometimes things may not go as expected, and we welcome all feedback — including complaints — as an opportunity to improve. Please rest assured that your concerns will be treated seriously, confidentially, and with compassion by our leadership team.

For more information we have prepared this leaflet to help understand our complaints process, click here to download.

1. PURPOSE

This policy outlines a transparent and structured approach to managing and resolving patient complaints at North Bristol Private Hospital. It ensures that all concerns are handled fairly, promptly, and respectfully, and that feedback is used as a catalyst for learning and improvement. This policy will also explain who is responsible for managing and supporting patients as well as providing information on how to share concerns with sample forms and other information in the appendices.

2. POLICY STATEMENT

North Bristol Private Hospital is committed to:

• Fostering an open and transparent culture that welcomes feedback.
• Resolving complaints efficiently and compassionately.
• Learning from patient experiences to improve the safety and quality of our services.
• Ensuring that no individual is discriminated against for raising a concern.

3. SCOPE

This policy applies to:

• All Hospital staff (clinical and non-clinical).
• Temporary, agency, and contracted personnel.
• All services delivered by or on behalf of the hospital.

4. DEFINITION OF A COMPLAINT

A complaint is any expression of dissatisfaction—oral or written—by a patient, their family, carer, or representative, relating to any aspect of the care, service, or environment provided by the hospital, which requires a formal response.

Concerns and enquiries: A concern or enquiry is a problem raised that can be resolved / responded to straight away, (by the end of the next working day). These are not reported as complaints and fall outside the complaints arrangements.

Unreasonable or Persistent Complainant: Every effort must be made to resolve a complaint before someone can be described as unreasonable. A complainant who displays threatening or abusive behaviour or language (whether verbal or written), that causes staff to feel afraid, threatened or abused and/or continues to contact North Bristol Private Hospital with unreasonable demands following a complaint investigation, may be considered an unreasonable or persistent complainant. Unreasonable demands can include seeking excessive amounts of information, demanding an unrealistic nature or scale of service, or seeking to prolong contact with North Bristol Private Hospital by continually raising new issues throughout an investigation. The Directorate will make the decision regarding when a complainant is making unreasonable demands.

Common Types of Complaints in Healthcare:

1 Clinical care issues:
• Misdiagnosis or delayed diagnosis
• Inadequate treatment or follow-up
• Medication errors

2 Communication problems:
• Not being listened to
• Lack of clear information or explanation
• Disrespectful or rude behaviour

3 Access and waiting times:
• Long waiting lists or appointment delays
• Poor discharge planning

4 Environment and facilities:
• Cleanliness, privacy, or food quality
• Faulty equipment or uncomfortable wards

5 Administrative and billing issues:
• Errors in documentation or patient records
• Insurance disputes or unexpected costs

Why It Matters:
• Complaints help healthcare providers identify risks, improve services, and maintain trust.
• They are also vital for regulatory compliance (e.g., CQC, NHS complaints regulations, ISCAS).
• Proper handling of complaints supports patient-centred care and enhances safety.

5. PROVISION OF INFORMATION FOR PATIENTS:

Information relating to the Feedback, Concerns & Complaints Procedure will be made available to all patients, their family and carers, within the Statement of Purpose folder at reception, patient information posters placed in both waiting areas and on the Hospital website.

The information will include:

• Details of the Complaints Process.
• How to go about providing feedback or making a complaint.
• How the complaint will be dealt with.
• How the organisation will communicate with the complainant.

The patient, family member or carer will be provided with assistance to utilise the complaint procedure if they request such assistance.

6. HOW TO MAKE A COMPLAINT

The Hospital Director is responsible for the day-to-day running of the hospital and is in the best position to investigate any complaint thoroughly and promptly. You or your representative (with your consent), can make a complaint by talking to us in person, completing the complaints form or writing a letter, stating:

• The date on which you had reason to complain.
• Names of the consultant(s), nurses or other staff who were caring for you, if known.
• The type of treatment you received.
• Details of your complain Any further comments that you want to bring to our attention.

Patients or their representatives can raise complaints through the following channels:

• Verbally to any staff member or senior on duty.
• In writing (email, letter, or complaint form – further guidance on how to do this is provided later in this policy with sample forms in the appendices which can be used to support).
• Online via the hospital website at www.northbristolprivatehospital.co.uk.
• In person at reception or during care. A private room and chaperone can be provided to support this if requested.

Assistance must be offered to anyone requiring help to submit a complaint. Information in this policy can be provided in other formats if required.

7. VERBAL COMPLAINTS

On receipt of a verbal complaint North Bristol Private Hospital will adopt good practice:

• Put the patient at ease, be supportive and empathetic.
• Listen carefully and understand the nature of the complaint.
• Ensure privacy and a relaxed atmosphere.
• Remain calm and respectful.
• Take responsibility for further action and communication.

The person receiving the complaint must:

• Summarise the complaint to the patient, document this and request approval to resolve immediately if possible.
• If immediate resolution cannot be found, explain that the complaint will be investigated, and give time frame.
• Offer the patient the chance to talk to a senior manager.

Where there is no reason for delay, the complaint should be dealt with within 5 working days or at the most 20 working days. Responses to serious verbal complaints must be in writing. On completing the investigation, the Hospital Director / Registered Manager or a delegated manager will evaluate the investigation and decide the action to be taken. The following data should be entered into the patient complaints register:

• date complaint received.
• surname and other names of patient.
• type of complaint.
• name of person dealing with complaint.
• date investigation was completed.
• date of final response.

8. PRE-FORMAL COMPLAINT PROCESS / SOCIAL MEDIA INTERVENTION:

North Bristol Private Hospital is committed to addressing complaints promptly, thoroughly, and with empathy. We aim to resolve concerns at the earliest opportunity, whenever possible, to avoid unnecessary stress for patients. While we recognise that written complaints are sometimes necessary, our approach prioritises informal resolution where appropriate—ensuring issues are dealt with efficiently, respectfully, and without placing an undue burden on the individual raising the concern.

9. SOCIAL MEDIA ESCALATION PATHWAY

Responding to Patient Concerns on Social Media

We acknowledge that patients may sometimes express concerns on social media platforms. While we always encourage direct communication, the following staged approach outlines how North Bristol Private Hospital responds to such posts to ensure concerns are appropriately managed:

Stage 1 – Low Concern / No Action Required

• A patient has posted a minor concern or comment on social media.
• After reviewing the patient’s clinical records (via Pabau), the team is confident that the matter is understood, being managed appropriately, and does not require further action at this time.
• Action: Document the post and the internal review in the patient’s notes. Continue to monitor social media for any escalation or further communication.

Stage 2 – Moderate Concern / Invitation to Engage

• The patient’s post raises a concern that warrants a response, particularly if there is a potential reputational or clinical risk.
• A public response is issued, inviting the patient to contact a designated team member for support or clarification.

Action:

• Monitor the patient’s social media for updates.
• Record the interaction and relevant notes in the patient’s file.
• If the concern cannot be resolved through this engagement, or if it involves a staff member, escalate to the Registered Manager or initiate the formal complaints procedure.

Stage 3 – High Concern / Active Escalation Required

• The social media post raises a serious concern or continues after earlier contact attempts.
• A public comment and a direct private message are sent to the patient, encouraging them to engage with the team.
• A follow-up from an appropriate staff member is arranged.

Action:

• Record all communication and actions in the patient’s notes.
• If the issue is not resolved at this stage, it is formally escalated to the complaints procedure in line with the Hospital’s policy.

10. ROLES AND RESPONSIBILITIES

Role: Shawn Warren-Willcox, Hospital Director & Registered Manager
Responsibility: Oversees complaints process, ensures compliance.

Role: Administration Team
Responsibility: Logs, tracks, and supports investigation.

Role: Investigating Manager/Lead.
Responsibility: Investigates complaint, prepares report.

Role: All Staff
Responsibility: Promptly escalate and cooperate with investigations.

11. COMPLAINT HANDLING PROCEDURE

1 Acknowledgement – Within 3 working days of receipt.
2 Logging and Classification – Complaint is recorded and assessed (informal/formal; clinical/non-clinical).
3 Investigation – Objective investigation by an assigned manager. Complainant may be interviewed for context.
4 Response – Full written response within 20 working days (or explanation and revised timeline).
5 Resolution & Learning – Outcomes shared with teams; lessons included in quality and governance reports.
6 Escalation – If unresolved:
• Stage 2: Internal appeal to the Hospital Director
• Stage 3: External referral to Clinical Consulting VE or CQC (where applicable)

12. STAGES OF COMPLAINTS

The company recognises that sometimes the complainant may not be entirely happy with the response that they have initially received. The preferred outcome of a complaint is a resolution within the clinic. The complainant may take their concerns through the following 3 stages described below. Further information is provided in sections 14 and 15.

Stage 1- Local Resolution

The Hospital Director / Registered Manager who has the best understanding of the issues involved will handle the complaint at a local level. The clinic team will respond directly to the complainant. This must be recorded on the Complaint Register.

Stage 2- Internal Appeal

The complainant may not be entirely happy with the response that they have initially received. They can request that the complaint be escalated to the Medical Director who will review the complaint and the response that has been provided. This person will be someone has previously not been involved in the complaint and further independent investigation will be conducted.  This must be recorded on the Complaint Register.

Stage 3- Independent External Adjudication

Non-Surgical Complaints
If the complainant remains dissatisfied with the outcomes presented during Stage 2 of the investigation process, then their complaint can be referred to the Independent External Adjudication Service – Cosmetic Redress Scheme as an independent arbitration service. This must be recorded on the Complaint Register.

Surgical Complaints
If the complainant remains dissatisfied with the outcomes presented during Stage 2 of the investigation process, then patients are directed to an independent, External Adjudication Service provided through Clinical Consulting VE.  This must be recorded on the Complaint Register.

If a complainant should wish to refer their complaint to the adjudication service, this should normally be done within 6 months of the date of the event. The reason for this is to ensure that proper investigations can be made whilst the recollection of those involved is still reasonably clear. An acknowledgment to any appeal received will be sent within 7 working days of receipt.

If we fail to satisfy someone who has made a complaint – even after a separate internal investigation – then we must advise the person making the complaint of their right to inform the Care Quality Commission (CQC).

Details of the above available upon request. (Please note that the CQC do not investigate patient complaints, however they will collate feedback and contact the company for further information should the complaint be of a serious nature or if concerns arise).

13. CONFIDENTIALITY

• The names of the patient or complainant shall remain confidential except to facilitate the investigation of a complaint.
• The names of all staff members or clinicians shall remain confidential except to facilitate the investigation of a complaint.
• Complaints by a patient representative shall be addressed ensuring that the complainant is a legitimate representative and in doing so with the patient’s knowledge and consent, but also recognising patient confidentiality. The complainant will be provided with a ‘Consent to Act on Behalf of a Patient for Making a Complaint form’ available in Appendix 3, below before North Bristol Private Hospital can commence the investigation and response.
• If the patient is not able to consent, then the patient’s lawful representative shall be informed.

14. INDEPENDENT INTERNAL REVIEW

If you are not happy with the response from the Hospital Director, private patients can escalate their complaint for internal review to the Medical Director. The Hospital Director’s letter will explain what to do and where to send your correspondence. The Medical Director will review your complaint and either confirm the decisions and actions taken by the Hospital Director or reach an alternative decision to help resolve the matter.

15. INDEPENDENT EXTERNAL REVIEW

As a final resort, private patients have the right to take their complaint to independent external adjudication.

North Bristol Private Hospital works in partnership with Clinical Consultant Vicki Edwards who can be contacted at [email protected].

Vicki Edwards can only become involved once you have been through North Bristol Private Hospital’s complaints policy. If we have been unable to resolve your complaint, this process will be fully explained in a letter from the Hospital Director.

You may also wish to share your experience with the Care Quality Commission (CQC). Although they cannot look into complaints about health care or social care services, they would still like to hear from you if you are not happy about the care you receive. This is because they can use this information when they are looking at individual services in England to make sure that they are meeting important standards of quality and safety.

To contact the Care Quality Commission:

Call 03000 616161
Email [email protected] 
or visit the CQC website.

Non-Surgical Complaints 

The Cosmetic Redress Scheme can be contacted via:

email to [email protected] using our reference number CRS001127.
Further information can be found at their website at the below link:
https://www.cosmeticredress.co.uk/consumers/how-it-works

16. TRAINING

Employees receive virtual complaints training. Advice regarding individual complaints is available from the Hospital Director.

17. COMPLAINTS REGISTER

A register of complaints, including details of the complaint, results of investigations, action taken and resolution is maintained at a local level by the Hospital Director / Registered Manager.

18. MONITORING AND REVIEW

• Quarterly analysis of complaints to identify trends (Audit NBPHA0037).
• Annual policy review, or earlier if required by regulatory or organisational changes (see Policy Control Register).
• All patients are provided with a Service Feedback Form NBPHD0001A, the responses for which are also audited quarterly via NBPHD0001B.

For urgent safeguarding or clinical safety concerns, bypass standard complaints route and escalate immediately to the Registered Manager or Medical Director in their absence. 

19. CONTACT

For any questions regarding a complaint or this policy please click here to get in touch initially.