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The Portland hospital

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. If possible, please tell us of your concerns while you are in the hospital. Patient Satisfaction Questionnaires are available in all patient rooms and can also be obtained from the nursing stations on the ward. 

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 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 wish to put your concerns down in writing, then please address your correspondence to the Chief Executive Officer at the postal or email address shown here:

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 your complaint is verbal, we try to respond immediately or at least within 2 working days 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 48 hours. If we need to undertake an in depth investigation our aim is to reply within 20 working 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 a response is likely to take longer than 20 working days, the Chief Executive Officer will advise you of this.

If you feel dissatisfied with the response

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:

HCA International Limited
Registered No. 3020522
England Registered Office
242 Marylebone Road
London
NW1 6JL

You will need to write to the Group Chief Executive within 6 months of the date of the final written response from the CEO of The Portland Hospital. You will receive an acknowledgment of the appeal within 5 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 In any event, you will receive an update letter every 20 working days until the matter is resolved.

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 6 months of the final decision of the hospital’s internal review. 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

Email: info@iscas.org.uk  

Telephone: 020 7536 6091

 

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