If You Experience a Problem
Comments and complaints are taken very seriously, regardless of their nature. No matter how small, we want to know about it, so that we can rectify the situation to your satisfaction.
A leaflet entitled 'Making Your Comment and Complaint', detailing our complaint procedure can be obtained from any Nuffield Hospital, but in summary there are 3 stages to the complaints procedure.
Stage 1 - Local Resolution
We aim to resolve any issues as quickly as possible. If you experience a problem or have any concerns, please talk directly to the nursing staff, Matron or Head of Nursing.
If you feel your concerns are not immediately resolved, please contact the hospital's General Manager, either in person, in writing, or by telephone. The General Manager will personally investigate your complaint or comment and give you a direct reply.
Stage 2 - Internal Appeal
If you feel that the General Manager has not given a fully satisfactory response you can write to the Managing Director for the region of your local Nuffield Hospital (North or South).
Click here for our contact details.
Stage 3 - External Independent Review
If you are dissatisfied with the outcome of the appeal by the Managing Director, you can refer your complaint to the Group Clinical Manager who will provide you with contact details and explain the procedure for External Independent Review.
Independent Review
If, at any stage of the complaints procedure, you are unhappy with the response to your complaint you can contact the Healthcare Commission (England) or Care Commission (Scotland) who will review how we have dealt with your complaint.
Healthcare Commission (England)
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ
Tel: 0845 601 3012
Email: complaints@healthcarecommission.org.uk
www.healthcarecommission.org.uk
Care Commission (Scotland)
Compass House
11 Riverside Drive
Dundee
DD1 4NY
Tel: 01382 207100
www.carecommission.com
NHS Patients
In addition to our own complaint procedures, if you are a NHS patient you can also use the NHS Complaints Procedure, which includes an Independent Advocacy Service. Your local Nuffield Hospital can provide you with details of the Complaints Manager representing your referring NHS body, if you choose to initiate a complaint through the NHS.
Click here to search for your local hospital.
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