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Comments and Complaints

Comments

Whether you are a patient, relative or a visitor to The Princess Grace Hospital, we want to ensure that your experience is a positive one.

We ask that if you do encounter any problems, however small, you let us know. We are continually striving to improve our service and care, and your comments and feedback are invaluable in helping us to do this.

Ways to leave your feedback

If possible, please tell us of your concerns while you are in the hospital. Patient Satisfaction Questionnaires are available in all patient rooms and can also be obtained from the nursing stations on the ward. Each one is read and recorded, with action taken as required. Each clinical department has a manager. Please do ask to speak to them directly if you experience any issues – they are always happy to help.

Complaints can be sent in writing directly to the Chief Executive Officer at:

Manisha Shah,
c/o Anastasia Brunel,
The Princess Grace Hospital,
42-52 Nottingham Place,
London W1U 5NY

or email Anastasia Brunel

What happens next?

If your complaint is verbal, we aim to respond immediately, or if an investigation is required, within 2 days.

If your complaint is in writing, the Chief Executive Officer will acknowledge receipt within 48 hours. After we have carried out a full investigation into your complaint, you will usually be sent a full reply within 20 working days; however, depending on the nature of the complaint, it can sometimes take time to establish the facts and circumstances. If a response is likely to take longer than 20 working days, the Chief Executive Officer will advise you of this.

If you are unhappy about how the complaint is being handled, you can ask for an internal appeal. The internal appeal stage is the responsibility of the Group Chief Executive of HCA International, who is based at 242 Marylebone Road, London NW1 6JL.
You will need to write to the Group Chief Executive within 6 months of the date of the final written response from the CEO of The Pricess Grace Hospital. You will receive an acknowledgment of the appeal within five working days of receipt. The Group Chief Executive Officer will consider the complaint and may undertake a review of the correspondence and handling of the issues at hospital level if they feel that this is appropriate. The Group Chief Executive will then either confirm the decisions and actions taken by the hospital Chief Executive Officer, or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal. In any event, you will receive an update letter every 20 working days until the matter is resolved.

If you are dissatisfied with the internal appeal and the decision of the Group Chief Executive, you have the right to refer the matter to the Independent Sector Complaints Adjudication Service (ISCAS). You must write to the ISCAS Secretariat within 6 months of the final decision of the hospital’s internal review. You can request an independent adjudication of HCA International’s decision by writing to: ISCAS, Care of CEDR - Centre for Effective Dispute Resolution, International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU or via email info@iscas.org.uk or telephone: 020 7536 6091

You can download a copy of the HCA complaints policy here