North Bristol Private Hospital
At The North Bristol Private Hospital we pride ourselves in delivering outstanding, professional customer service and the highest level of care to all of our patients. Our priority has always been care centred on you and your needs. We aim to treat all of our patients with the utmost care, compassion and respect. However, there may be times when the service that you have received does not meet the high standards that we aim to deliver.
Should this happen, the most effective way to resolve any concern is by letting the Clinic Operations Manager or a member of the clinic team know 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, we will be pleased to help and support you through the process.
It is best to make your complaint 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.
We will always aim to resolve your complaint as soon as we receive it however where this is not possible, the complaint will be investigated by the Clinic Operations Manager, and you will receive an acknowledgment of your complaint within 3 working days. This may be by email, letter or telephone.
The Clinic Operations Manager will provide you with a written response within 20 working days from the acknowledgment of your complaint however, if the complaint is of a complicated nature, it may take longer to investigate and in this case, we will be kept informed of any expected delays.
You may be asked to attend the clinic for an assessment with a nurse or a Doctor as part of the investigation. 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.
If you are not happy with the response that you have received from the Clinic Operations Manager, your complaint may be escalated to our Senior Management Team as per stage two of our complaints policy. Your complaint will be acknowledged by a member of the Senior Management Team and a full response will be provided following an investigation within 20 working days should the investigation take longer than this the complainant will be updated every 20 working days.
Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at www.iscas.org.uk. You must do this within six months of the date of the final response.