Birkdale Clinic comments, suggestions and complaints policy

The Birkdale Clinic is committed to maintaining the highest standards of service. We are therefore welcome comments and suggestions from patients and visitors. Whether it is praise - or criticism - we listen carefully. Your opinions and comments are important to us - good or bad. We review all the comments you make and we use that information to improve our services and facilities even further.

If you want to complain

If you are unhappy with our facilities or service please tell us about it as soon as possible. Soon you tell us soon we can address it. We will investigate so that we can explain, apologise and take whatever action necessary.. In many cases, the person looking after you may be able to solve a day-to-day query. Otherwise Nurse Manager or the hospital general manager will be happy to help.

If you are not completely satisfied you can put your comments in writing.

We always:

• Investigate in strict confidence
• Communicate with the people concerned
• Investigate with an open mind
• Aim to find a complete explanation

Write to us

The hospital nurse manager is responsible for the day-to-day running of the hospital and is in the best position to investigate any complaint thoroughly and promptly. You, or your representative (with your consent), can make a complaint by completing the feedback form on this website or you can write a separate letter, stating:

• The date of incidence
• Names staff who were caring for you, if known
• Procedure you were admitted for
• Details of your complaint
• Any further comments that you want to bring to our attention

Getting back to you

We will send you an acknowledgement within 48 hours of receiving your complaint. We will then investigate and reply in full as promptly as we can - usually within 28 working days. If the investigation is still going on after 28 days we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest face to face to talk with you and attempt to resolve them.

An appeal to the managing director

You have a right to take your complaint to the managing director Birkdale Clinic hospitals. The hospital nurse manager's letter will explain what to do and where to send your correspondence. The managing director will review your complaint and offer any advice to help resolve the matter.

An independent review

As a final resort, you have the right to take your complaint to independent external adjudication.

This process is run by the Independent Healthcare Forum (telephone 020 7379 8598), which only becomes involved once you have been through Birkdale Clinic Hospitals' complaints policy. If we have been unable to resolve your complaint, this process will be fully explained in a letter from the managing director.

You have a right to complain directly to the Healthcare Commission (regulator for hospitals in England) .In most cases the commission may decide that the complaint should be considered at hospital level first and return it to the hospital for action.