It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them in a full and fair way, and take great care to protect your confidentiality. We learn from complaints to improve our care and service.

We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

Who can make a complaint?

Complaints can be made by a current or former patient, or someone acting on your behalf. Where a complaint is received anonymously, London Bridge Healthcare will carry out an investigation as far as is reasonable, depending on the complaint.

How to make a complaint

please contact us by:

Email: a.georgi@londonbridgehealthcare.co.uk

Telephone: 020 7042 5807

Mail: Head of Private Healthcare, London Bridge Healthcare, 1A Newcomen Street London SE1 1YR

Verbally: Complaints can be made to any member of London Bridge Healthcare staff

Acknowledgement of complaints

All complaints received, written or verbal, will be recorded and acknowledged within three working days with the following information:

• the date and time the complaint was received
• a description of the complaint
• the name and contact details of the person investigating the complaint on behalf of London Bridge Healthcare

 

How we handle complaints

There are a number of ways we may handle your complaint:

• We will investigate the complaint and respond with a full written reply within 5 working days of a conclusion and outcome being reached
• We will arrange a convenient time for you to meet with the Complaints Manager to discuss your complaint. This meeting will also include the following:
  • Confirm if you have disabilities that need to be taken into account during the investigation.
  • Confirm how you with to be kept informed of the complaint: whether by telephone, email or mail or through an advocate
  • Discuss GDPR and whether you wish to give consent to access your healthcare records for the purposes of investigating the complaint if appropriate
  • Agree a plan of action

 

When the investigation has been completed, you will be informed of its outcome in writing within 20 working days.

If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed.

Complaint Monitoring

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints.