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Comments and Complaints

Compliments, Comments and Complaints 

There is nothing more important to us than you. Whether you are a patient or visitor to London Bridge Hospital, we want to ensure that your experience is a positive one. If you're not we want to know why and what we can do to improve. To ensure we continue to deliver the highest standard of patient care and experience we appreciate you taking the time to share your thoughts and feedback.

Your views, positive and negative, are important to us and your feedback is fundamental to improving the services we offer. Ways to leave your feedback If possible, please tell us of your concerns while you are in the hospital. We have a dedicated Patient Experience Manager that is available to discuss any concerns however small and is happy to hear about compliments as well. Please ask staff on your ward and they will give you details on how to contact the Patient Experience Manager. Patient Satisfaction Questionnaires are also available in all patient rooms and can also be obtained from the nursing stations on the ward. Each one is read and recorded, with action taken as required. Each clinical department also has a manager. Please do ask to speak to them directly if you experience any issues – they are always happy to help.

Complaints can be sent directly to our Chief Executive Officer (CEO), in writing or via email. Write to the hospital's Chief Executive Officer: Mr John Reay London Bridge Hospital 27 Tooley Street, London, SE1 2PR Alternatively, email Complaints.LBH@hcahealthcare.co.uk, marking your email for the attention of the CEO or the Patient Experience Manager. For more information feel free to download our Patient Complaints Booklet .

Complaints policy

London Bridge Hospital aims to provide all patients with the highest standards of care and customer service. If we fail to achieve this we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. We know there is always room for improvement which is why we:

  • Listen to your complaints and resolve these wherever possible when you first contact us
  • Look at the root causes of our complaints and the impact for our patients, so we can fix the underlying problems
  • Look at all the different interactions our patients have with us, so we can make their whole experience better Should you feel that you would like to make a more formal complaint please see our guidelines below.

Complaints procedure

London Bridge Hospital aims to provide all patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service.

1. The complaints full policy is made available to Patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.

2. Responses at all stages are made quickly:

  • A member of staff will telephone the Patient on the same day that we are made aware of the complaint
  • A full reply can be sent within 5 working days
  • A detailed written response will be sent within 20 working days
  • Where there are delays and the investigation is still in progress a letter will be sent explaining the reason for the delay to the Patient at a minimum every 20 days London Bridge Hospital has a 3 stage process for handling complaints:

Stage 1: Local Resolution (Hospital’s Management Team and Chief Executive Officer) If your complaint is in writing, the Chief Executive Officer will acknowledge receipt within 48 hours. After we have carried out a full investigation into your complaint, you will usually be sent a full reply within 20 working days; however, depending on the nature of the complaint, it can sometimes take time to establish the facts and circumstances. If a response is likely to take longer than 20 working days, the Chief Executive Officer will advise you of this.

Stage 2: Internal Appeal (Group Chief Executive of HCA International) If you are unhappy about how the complaint is being handled, you can ask for an internal appeal. The internal appeal stage is the responsibility of the Group Chief Executive of HCA International, who is based at 242 Marylebone Road, London NW1 6JL. You will need to write to the Group Chief Executive within six monthsof the date of the final written response from the CEO of London Bridge Hospital. You will receive an acknowledgment of the appeal within five working days of receipt. The Group Chief Executive Officer will consider the complaint and may undertake a review of the correspondence and handling of the issues at hospital level if they feel that this is appropriate. The Group Chief Executive will then either confirm the decisions and actions taken by the hospital Chief Executive Officer, or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal

Stage 3: Independent External Adjudication by (ISCAS) the Independent Sector Complaints Adjudication Service www.iscas.org.uk If you are dissatisfied with the internal appeal and the decision of the Group Chief Executive, you have the right to refer the matter to the Independent Sector Complaints Adjudication Service (ISCAS). You must write to the ISCAS Secretariat within six months of the final decision of the hospital’s internal review. The Secretariat will then raise the complaint with the hospital, who will then have a further ten working days to respond to the Secretariat. You can request an independent adjudication of HCA International’s decision by writing to: ISCAS Care of CEDR - Centre for Effective Dispute Resolution International Dispute Resolution Centre 70 Fleet Street, London, EC4Y 1EU or via email info@iscas.org.uk Telephone: 020 7536 6091