Our Mission
Complaints
Our Concern is Quality Care
The Portland Hospital takes your opinions and feelings very seriously. We are continuously striving to improve the service we provide for our users. We understand that in order to achieve this, the feedback from our users is essential.
We are keen to listen to any dissatisfaction you may have experienced when your expectations have not been met at The Portland Hospital. We can then make the necessary changes to ensure our service and care is improved.
In the first instance please bring your dissatisfaction immediately to the attention of the Sister or Unit Manager responsible for your care. It is easier to resolve issues at the time they occur. If the matter is not resolved to your complete satisfaction within a reasonable time period, please refer your complaint to Chief Nursing Officer who will ensure your complaint receives immediate attention.
A Senior Clinical Manager will visit you daily during your stay. This could be the Chief Nursing Officer (CNO), Head of Clinical Services, Unit Manager or Deputy Manager. Please share with them any concerns or queries that you may have regarding your stay and care. If matters still remain unresolved or you wish to put your concerns down in writing, then please address your correspondence to The Chief Executive Officer at the address shown here.
The Chief Executive Officer
The Portland Hospital
205-209 Great Portland Street
London W1W 5AH
Email: info@portland.hcahealthcare.co.uk
(for the attention of the CEO).
PA to the Chief Executive Officer
020 7390 6051
PA to the Chief Nursing Officer
020 7390 6054
If You Would Like To Make A Complaint
We always endeavour to resolve complaints before patients are discharged, so please let us know if there is anything you are unhappy about as soon as possible. There is a HCA Leaflet ‘Making a complaint – a guide for patients’ available in all patient areas. Please ask for a copy for further details of our complaints process.
If you feel dissatisfied with the response
Please let the CEO know and your reasons why. If you feel your complaint is not being investigated properly, you can ask for an internal appeal.
This will be undertaken by the Group CEO based at
HCA International Limited.
Registered No. 3020522.
England Registered Office 242
Marylebone Road London NW1 6JL
There are also 2 additional options for you if you still feel dissatisfied
Independent Healthcare Forum
Centre Point
103 New Oxford Street
London WC1A 1DU
Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
If your complaint is verbal, we try to respond immediately or at least within 1 working day if you are still in the hospital. If you have been discharged or your complaint is in writing, the CEO will send you an acknowledgment receipt within 2 working days. If we need to undertake an in depth investigation our aim is to reply in 7 days with a maximum response time of 20 days. It can take time to establish the facts and circumstances. It is important that we obtain all the relevant information to make the best response.
If you are not fully satisfied with our handling of your complaint you may refer it to the Care Quality Commission, our regulating body.
