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Give your feedback

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We aim to provide the highest standards of care and service to our patients and continuously strive to exceed your expectations.

We regard your opinions and comments as extremely valuable; they help us to identify areas of success, and opportunities for improvement.

We ask in-patients to kindly complete a questionnaire while they are at the hospital or soon after they have gone home, but we also welcome feedback from out-patients and visitors.

If you want to talk to us about anything regarding your visit or stay, you can call us, email us, or complete the online form below.

Tel:          +44 (0)20 7460 5500

Email:     complaints@cromwellhospital.com

 

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Give your feedback

How to make a compliment

If you have been particularly impressed by the care and treatment you have received, either from an individual or a team, and would like to make your thoughts known, you can do this by calling or writing to:

Philip Luce
Bupa Cromwell Hospital
162-174 Cromwell Road
London
SW5 0TU

Tel        +44 (0)20 7460 5500

Email   philip.luce@cromwellhospital.com

It is very rewarding for staff to receive recognition or acknowledgement of the service they have provided. Compliments or messages of support will be sent directly to the staff concerned and their manager.

How to make a complaint

Often the quickest and simplest way to resolve an issue, or get an answer to any questions you may have, is to speak to the staff who are caring or you. If you are not satisfied or wish to speak to someone more senior, please ask the staff member to contact a manager who will endeavour to address and resolve any concerns you may have.

Make a complaint in writing

We will provide support to assist you in making a complaint and can provide information in a number of languages. If  you wish to put your complaint in writing please address it to:

Complaints Lead
Bupa Cromwell Hospital
162-174 Cromwell Road
London
SW5 0TU

Email Complaints:  complaints@cromwellhospital.com

How we will help

We are committed to receiving complaints in an attentive and courteous manner, and to being open and sympathetic to your feelings.

If you make a complaint, we will endeavour to respond to your concerns quickly and efficiently, and to your fullest possible satisfaction. At any time during the process, we are happy to offer you a meeting to go through more complex issues in detail. If you wish, you can be supported throughout the whole procedure by the Complaints Lead.

Any inadequacy or deficiency identified in the services we provided will be rectified to prevent recurrence.

Complaints procedure

If you make complaint to us, we will send you an acknowledgement of having received it, within two working days.

All complaints are taken seriously and will be fully investigated. We will reply to you within 20 working days of receiving a complaint during which time we will investigate the matter fully. If we need more time to make investigations we will tell you this. We will explain clearly reasons for any delays in the process, together with an estimate of how long it will be before a full response can be made.

We will make the response in plain straightforward language, avoiding medical technical terminology, unless this is specifically requested as being essential. If medical technical terminology  is used, an explanation will also be given in lay terms.

If you are not satisfied with the response, you can ask for your complaint to be taken to be reviewed by a committee chaired by the General Manager. The Complaints Lead will help you with any aspects of this process.

If you feel our final response does not resolve the matter to your satisfaction, you may wish to refer your case for independent external adjudication. The Independent Sector Complaints Adjudication Service (ISCAS) provides an adjudication service for complaints.

If you are an NHS patient treated under contact at the hospital your complaint will be managed as explained above. In addition you will also have access to the NHS complaints procedure.

For more information

Bupa Cromwell Hospital concerns and complaints procedure is regulated by our Director of Operations.

External link to Independent Sector Complaints Adjudication Service website

We are member of the Independent Sector Complaints Adjudication Service (ISCAS) and abide by it's Code of Practice.

Visit:  www.iscas.org.uk

Call ISCAS:  +44 (0)20 7379 8598

If you are still not satisfied, you will be able to take your complaint to the Parliamentary and Health Service Ombudsman.

Visit:  www.ombudsman.org.uk

Call the Health Service Ombudsman:  +44 (0)345 015 4033

Contact us at Bupa Cromwell Hospital
Call Bupa Cromwell Hospital

Call our Contact Centre on +44 (0)20 7460 5700

We can take your call between 8am-8pm Monday to Friday, and between 8am-2pm Saturdays.

Call back from Bupa Cromwell Hospital

Let us call you back

Arrange for us to call you back at a more convenient time to discuss your needs.

Email Bupa Cromwell Hospital

Email the Contact Centre

Send us an email enquiry and we will get back to you.