Customer care
A General Manager or Clinical Operations Manager may visit
you during your stay to ensure that you are happy with our service.
If there is anything you are unhappy with, please take this
opportunity to inform them so that we can address the issue.
Alternatively, please call reception and ask them to contact the
senior nurse on duty.
Your concerns will be passed on to the Clinical Operations
Manager, who will arrange for the issues raised to be discussed
with you. It is important to us to provide our patients with high
quality service.
We will also welcome comments for any part of
the service that you were particularly pleased with.
In addition to our internal quality surveys, we also use
external companies to monitor patient satisfaction to ensure that
we are addressing any areas that our patients are telling us that
we could improve.
Should you wish to complain
All Treatment Centres have a process to follow in the event
that you wish to make a complaint. This is designed to keep you
informed of our progress and enable us to address your complaint as
quickly as possible. We will happily take note of any feedback
verbally, by telephone or in writing.
If the General Manager is not able to
resolve your complaint to your
satisfaction, you can take the matter
forward by writing to:
The Parliamentary and Health Service
Ombudsman, Millbank Tower, Millbank,
London, SW1P 4QP
www.ombudsman.org.uk
Help line: 03540154033
You can get help with making your complaint from the
Independent
Complaints Advocacy Service
(ICAS).
Further
information
You can contact the Care Quality Commission however the CQC does
not manage complaints or provide an arbitration service.
Telephone: 03000 616161
Email: enquiries@cqc.org.uk.
Enquiries
In order to protect your privacy, our staff are not allowed to
give out information over the telephone about your condition.
Ramsay complies with the Data Protection Act and Caldicott
principles with regard to confidentiality.
Medical emergencies
We have staff on duty at all times that are trained and
competent to deal with an emergency. Should there be a serious
medical complication that would result in the need to transfer you,
we have an agreement with your local NHS Acute Hospital, who would
take over responsibility for your care. We would maintain contact
with
the hospital to monitor your progress.