Your wellbeing and comfort are really important to us, and we want to make sure that you receive a high standard of care and service throughout your treatment.
We hope that we get this right in the majority of cases, and we are always pleased to hear from you if you have been happy with our care. If you would like to share your experience with us, you can email the team at uclh.
However, occasionally you may be disappointed in some aspect of our care or service, and, if this happens, we want to make sure that you have every opportunity to share your concerns, and that we have the opportunity to investigate and respond to you.
If you care is still ongoing, often the quickest and easiest way to put things right is to speak to the staff who are caring for you. We would encourage you to speak to the nurse or midwife looking after you in the first instance. Alternatively, you can ask to speak to the ward manager or our general manager. We can also arrange for you to discuss your concerns with your consultant if you would prefer. You are also welcome to contact a member of the management team by calling 020 3448 4260 or emailing uclh.
Providing feedback is the best way we can improve our service, and we would rather have the opportunity to rectify a problem for you while your care is ongoing, than for you to have a disappointing experience. We can also reassure you that any feedback will not have any negative impact on the care you will receive, and it will not be recorded in your clinical notes, unless it is absolutely necessary to ensure your care is improved.
Formally raising your concerns
If you feel that your concerns have not been resolved after speaking to us or you would like us to investigate and respond to a concern formally, you can raise a formal complaint.
In the first instance, you can raise a formal complaint by contacting the private healthcare general manager:
General Manager for Private Healthcare
University College London Hospitals NHS Foundation Trust
2nd Floor Central
250 Euston Road
Telephone: 020 3448 4260
We will acknowledge your complaint within three working days, and we will support you through this process, making sure you have a named contact, regular updates and the opportunity for face-to-face meetings if you prefer. We aim to respond within thirty days, although depending on the complexity of your case we may need a longer timeline, which we will communicate to you. At the end of the process, you will have a written response from us or there will be an opportunity for you to have a face-to-face or telephone conversation with us if you prefer.
If you are unsatisfied with our response
If you remain dissatisfied with our response to your complaint, you can write to the UCLH private healthcare director at the same address as above. The private healthcare director will review your complaint and contact you directly. This response will have been seen and agreed with the chief executive officer (CEO) of UCLH.
If you are still not satisfied with UCLH’s response after you have taken the routes offered above and there are no additional questions or issues to investigate, you can contact the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) for an independent review and adjudication of your complaint.
70 Fleet Street
Telephone: 020 7536 6091 (Monday to Friday, 09.00-17.00)
If you have any questions about how we handle concerns, or would like to let us know how we can improve our services, please call us on 020 3448 4260 or email uclh.