Complaints

Complaints are managed with an emphasis on rapid resolution and recognising the opportunity to put things right for the complainant. This assists in retaining customers, preventing recurrences and improving patient experience.

BMI hospitals actively encourage feedback, both formal and informal. Patients are supported through a robust complaints procedure, with three possible stages:

• Stage one: hospital resolution;
• Stage two: corporate resolution; and
• Stage three: patients can refer their complaint for independent adjudication if they are not satisfied with the outcome of the previous two stages.

Every complaint is thoroughly investigated and the patient receives a written response. The Independent Sector Complaints Adjudication Service administer stage three complaints for the whole independent sector.

Patient satisfaction

Measuring patient satisfaction is administered by an independent agency, Howard Warwick Associates. They focus on increasing the number of return visits to our facilities and providing the best representative data possible. Group Quality and Risk managers support our facilities in focusing on areas of dissatisfaction, and in taking action to improve the patient experience.

Patient satisfaction scores for overall quality show that the majority of patients believe they receive excellent quality of care and service. In all, 99% of patients said they would recommend BMI hospitals.