At The Spencer Private Hospital we are committed to maintaining the highest standards in all aspects of care. All comments made by patients, visitors or member of the public are reviewed and the the information used to improve services and facilities.
If you feel your hospital visit was a particularly positive experience, we would be delighted to hear from you. However, if you are unhappy with our facilities or service we want to know about it as soon as possible.
Whatever you want to say, your opinions and comments are important to us - good or bad.
Our complaints procedure is as follows:-
Types of Complaints
Oral complaints: If a patient, visitor, member of the public is unhappy with our facilities or service we want to know about is as soon as possible. In many cases, the person looking after them may be able to solve a day-to-day query. otherwise, the hospital manager, matron or a senior member of staff will be happy to help. The situation will be investigated, an explanation and apology given and positive action taken where necessary.*
If you are not completely satisfied a comment should be put in writing and addressed to the Hospital Manager. All comments and complaints are taken seriously.
Written complaints against the hospital and clinicians: The Hospital Manager is responsible for ensuring that any complaint is investigated thoroughly and promptly. The Hospital Manager or delegated manager will respond to you in writing giving a full explanation of investigations and outcomes and if necessary may also invite you in for a meeting.
All clinicians have it stipulated in their practice privileges that handling complaints is a condition of the granting and continuation of practice privileges. They must inform the Hospital Manager if a complaint is made against them by a patient of The Spencer Private Hospital.
The Management of Complaints
Acknowledgements: will be sent within 48 hours of receiving the complaint unless a full response can be sent within five working days. A full response will be sent within 20 working days. If the investigation is still going on after 20 days, a further letter will be sent to explain the delay. In very complex cases, which may take more time, a regular progress report will be sent. A meeting may be suggested to talk through issues and attempt to resolve them.
An appeal to a Director: If you are not happy with the response, a nominated East Kent Medical Services Director will be asked to review the response to see if anything further can be added to either confirm the actions taken by the hospital or offer to implement an alternative resolution. The decision will be made within 20 working days.
If the decision of the hospital is confirmed, the Director will advise you, or your authorised representative, of the right to take the matter to external adjudication.
An independent review: As a final resort, you may take your complaint to independent external adjudication.
For private patients: This process is run by the Independent Sector Complaints Adjudication Service (ISCAS) who only will become involved once the complaint has been through The Spencer Private Hospital complaints procedure. Click here to access the latest ISCAS Annual Report.
You can read the ISCAS Patient Guide for Making Complaints here.
For children: Please click here for a child and parent guide.
For NHS patients: Funded NHS patients may take their complaint to NHS England or their local Clinical Commissioning Group.
*Normally, complaints should be made within 6 months of the event concerned, or within 6 months of the complainant becoming aware of the matter which is the subject of the complaint.