Feedback and Complaints

Your Feedback is important to us

At Chase Lodge Hospital, we are committed to providing the best possible patient experience. Your feedback, both positive and negative, is very helpful to us enabling us to be aware of what works well and what doesn’t.

Our team will always do all they can to make sure that you are treated sensitively, appropriately and promptly but we know that occasionally things may go wrong.

This information tells you what to do if, for any reason, you wish to make a complaint about your care or treatment.

Firstly, if you are unhappy with any aspect of your care, please tell us quickly. We are happy for you to speak to any member of staff about your concerns, although sometimes they may need to pass your complaint onto someone better equipped to help you. If we can, we will try to put things right straightaway. We prefer that complaints should normally be made as soon as possible and within six months of the date of the event complained about. The time limit may sometimes be extended (so long as it is still possible to investigate the complaint).

We always find it helpful if you can put your concerns in writing. To do this, please contact:

Ms Natasha Cherrett, Business Manager
Chase Lodge Hospital
Page Street
Mill Hill
NW7 2ED

Or e-mail info@chaselodgehospital.com

Your letter will be acknowledged in writing within two working days of receipt and an investigation will begin into your complaint. An email will be considered and dealt with in the same way as would a written complaint.

We will reply to your complaint in writing or by e-mail within 4 weeks.  If our investigations should take longer, we will keep you informed.  Complaints are an important way for us to review and make changes to improve our systems and services where necessary.

If you are still not happy or you remain dissatisfied, you can have an appointment to discuss your concern with either our Business Manager, Mrs Natasha Cherrett or one of our senior Medical team who will do their best to resolve your difficulty.

 

The Hospital is also regulated by the Care Quality Commission, which monitors the Hospital’s compliance with the Health and Social Care Act 2008.  The Commission can be contacted via their website at www.cqc.org.uk or at:

Care Quality Commission National Customer Service Centre
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA