This page will explain how you can:

  • provide compliments and positive feedback to us
  • make comments or suggestions
  • raise a concern
  • make a complaint

Our goal is to provide outstanding care and get it right first time for all our patients. All patient feedback about the quality of our service is important to us.

Ways you can give feedback

How to say thank you

We are happy to receive letters from patients, families and carers about the care provided. These can be addressed to the Director of Operations for Private Services, you can complete a Patient Feedback Survey or email mtw-tr.wellshealth@nhs.net. 

How to raise a concern

It is often possible to resolve concerns or complaints when they happen, by talking to the staff involved. We will do our best to resolve things as quickly as possible. Information about you is kept confidential and raising a concern will not influence or affect any care or treatment. If it is not possible to resolve the matter this way, the member of staff may ask you whether they can involve a more senior member of staff.

Making a complaint

If you are unhappy with our facilities or service, we would like to hear about it as soon a possible so we can explain, apologise, and take positive action where necessary.

We take all comments and complaints seriously and we always:

  • Handle complaints confidentially
  • Investigate impartially
  • Offer a clear and complete investigation.


If you tell us as soon as the problem arises, it can often be sorted out quickly. The member of staff in charge of your daily care should be able to help with day to day queries. Otherwise, the Divisional Director of Operations for Private Services, or a member of staff will be happy to assist.

Write to or email us

If you prefer, you can put your comments in writing to the Divisional Director of Operations for Private Services at the hospital where you were treated, stating:

  • Where your treatment took place
  • The date you had the reason to complain
  • Names of the consultant(s), nurses or other staff who were caring for you, if known
  • The type of treatment you received
  • A clear description of your complaint
  • Details of what you would like us to do to put it right
  • Any further comments that you want to bring to our attention.

We acknowledge all complaints received within three working days and after reviewing your complaint (in conjunction with your medical records if necessary), will undertake a full investigation. If you have given us your telephone number or email address, we will also try to contact you to discuss your complaint.

We will ask appropriate members of staff to provide a response to the complaint issues you have raised, and may ask for a review of clinical care where appropriate. We will also try to provide you with an update on the progress of your complaint and if we experience any delays in completing the investigation, we will contact you.

Once the investigation has finished, the team will prepare a written response. The Chief Executive will read your complaint, the investigation records and then the written response that has been prepared and if the response is satisfactory, it will be signed and sent to you. If the Chief Executive has questions about the investigation or the response, it will be returned to the Complaints team to address these and ensure that the final response meets our quality standards.

 

What can I do if I am not happy with your response?

If you are not happy with our response to your complaint, please contact us as soon as possible to let us know.

We can, in discussion with you, re-open your complaint and look again at any issues you feel we have not dealt with to your satisfaction or that require further clarification. We can also arrange for you to speak with relevant managers or clinical staff (subject to any restrictions), as this may provide further explanations or clarifications you need to help with your questions.

It is important that we make evert effort to resolve your complaint locally and, as far as is possible, to your satisfaction. However, there may be occasions when we are unable to achieve this and in these cases you can follow the instructions below:

If you are a private patient, you have the right to take your complaint to independent adjudication. This process is run by the Independent Sector Complaints Adjudication Service (ISCAS) who only become involved once you have been through the hospitals complaints policy. You can email ISCAS on info@iscas.org.uk or telephone 020 7536 6091.

You may also wish to share your experience with the Care Quality Commission (CQC). Although they cannot look into complaints about health care or social care services, they would still like to hear from you if you are not happy about the care you receive. This is because they can use this information when they are looking at individual services in England to make sure that they are meeting important standards of quality and safety.  To contact the Care Quality Commission you can email: enquiries@cqc.org.uk or telephone: 03000 616161.