Ensuring that our services meet the expectations of all
our patients is vital to us. Every patient is invited to complete a
questionnaire which gives the opportunity to comment on every aspect
of their stay with us. We are proud that 96% of patients say they
would recommend us to their family and friends.
Every questionnaire is analysed by the Hospital Manager so that
any particular areas for service improvement, such as the provision
of information, nursing care, speed of attention and the quality of
the food, can be identified. This also allows the Hospital Manager
to investigate and respond to any specific concerns raised.
Comments or Complaints
comments and complaints are taken seriously regardless of their
nature: medical, nursing, accommodation, food or administration. The
sooner you make comments - particularly complaints - the better.
This allows us the opportunity to rectify the problem when it
occurs. If you want to make a comment or complaint please approach
the hospital staff who have been looking after you, or
alternatively, ask to speak to Matron or Head of Nursing.
If your concerns are not resolved to your satisfaction, then
please contact the Hospital General Manager in person, in writing or
In the unlikely event of you remaining dissatisfied after the
Hospital General Manager has looked into your complaint we would
encourage you to write to the relevant Divisional Director at:
Divisional Office, Harrogate
Tel: 01423 567 136
Divisional Office Midlands
Tel: 01902 754 177
Divisional Office South West
Divisional Office South East
Taj House, 1-4 The Cresent
Tel: 0208 390 1200
Our policy is to investigate complaints sympathetically, fully
and promptly and to use your comments to improve and develop our
services. In this way, we aim to achieve the best possible care for
all our patients.