How to make a complaint step by step
We welcome your comments, whether good or bad, as your opinion can really help us to improve our levels of
service. Please let us know how you feel.
Tell us
Please tell us straight away.
Our staff are keen to listen to your comments, so please do not hesitate to let us know how you feel during your
visit. This is especially important if you are dissatisfied with the level of service or care that you, or your friend or
relative, receive at a Ramsay Health Care Hospital. Our staff will treat your comments sensitively and in
confidence, and if the problem can be resolved immediately we will do our best to put things right for you. Please
speak to any member of staff at the earliest opportunity.
Write to us
If your problem is not resolved you can write to us.
If you would prefer to notify us in writing you can do so using the space provided on the ‘We Value Your Opinion’
cards (ask a member of staff for a copy), or by letter addressed to the General Manager. Letters of praise will
always be forwarded to the relevant staff and are always appreciated.
If you decide to write a letter of complaint, it will be dealt with in accordance with our Hospital Complaints Policy,
and as well as resolving your problem, we would aim to learn from your comments and to use them to improve
our service in the future. If you choose to write please make clear the most important points you wish to make. It
may be helpful to refer to the following list:

Who or what has caused your concerns

The name and/or position of any staff member involved if you know it

When the events took place

What action have you already taken, if anything

What action could we take to help resolve your complaint
What will happen next?
You will hear from our General Manager.
The General Manager will send you a written acknowledgement of your letter within two working days of receipt of
your complaint. Your complaint will be thoroughly investigated by the General Manager, and you will be sent a
written response within 20 working days. More serious complaints may require detailed investigation and in these
circumstances we will keep in regular contact with you. Most complaints are resolved locally by the General
Manager.
What will happen if I am still not satisfied?
If the General Manager is not able to resolve your complaint to your satisfaction, you can take the matter forward
by writing to: The Chief Executive, Ramsay Health Care, 1 Hassett Street, Bedford, MK40 1HA
Further information
Should you wish to contact the Care Quality Commission at any time their contact address is:
Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London, EC1Y 8TG
Tel: 0207 448 9200
You can contact the Care Quality Commission however the CQC does not manage complaints or provide an
arbitration service.
You can obtain a copy of the Independent Healthcare Advisory Services (IHAS) ‘Guide for Patients, Making a
Complaint in the Independent Sector’ from: www.independenthealthcare.org.uk
Share your feedback
If you have had a positive experience at one of our hospitals, why not share it with other patients. You can do this
by visiting www.pinehillhospital.co.uk/reviews
Author C Scott /Sept 2016 Review /Sept 2017