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 you feel we have not resolved your concerns, please address
them in writing to the Clinical Operations Manager of the Treatment
Centre at the address given on your treatment centre webpage.
Alternatively, you may contact the NHS Patient Advice and Liaison
Service (PALS), who will assist you with any complaint or issue.
Their number may be found in the Telephone Directory.
However, if you are still not satisfied with our
response you may complain directly to the Healthcare Commission
which is the regulatory body that monitors standards of healthcare
in independent healthcare and the NHS. The address for the
Healthcare Commission:
- Healthcare Commission, Independent Healthcare, Peter House,
Oxford Street, Manchester, M1 5AX
You may also give any feedback through the NHS complaints
procedure via your local Primary Care Trust. The Treatment Centre
will provide you with the relevant contact details upon
request.
Enquiries
In order to protect your privacy, our staff are not allowed to
give out information over the telephone about your condition.
Ramsay (formerly Capio) 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.