Regent's Park Healthcare is committed to delivering safe, high-quality, cost-effective healthcare. We will do our best to ensure the time you spend in our healthcare facilities is as comfortable as possible and to provide you with excellent personal and professional care. We therefore appreciate all feedback regarding the care and service that you, your family or others experienced during your visit and we explain below how we deal with concerns or complaints you may wish to raise.

 

​

Feedback and Comments

Whether you are a patient, relative or a visitor to one of our facilities, we want to ensure that your experience is a positive one.

We value all feedback following your visit to one of our facilities. We ask that if you do encounter any problems, however small, you let us know. We are continually striving to improve our service and care, and your comments and feedback are invaluable in helping us to do this.

​

 

Ways to leave your feedback

If possible, please tell us of your concerns while you are in the facility.

You can do this in one of the following three ways:

1. Complete a Patient Satisfaction Questionnaire. Our questionnaires are available in all patient rooms and can also be obtained from the nursing stations on each floor and in our outpatient centres. Each questionnaire is read and recorded, with action taken as required.

2. Speak to a local manager of the area you are in. Each clinical department has a local manager. Please ask to speak to them directly if you experience any issues – they are always happy to help.

3. A written complaint. Complaints can be sent in writing directly to the Chief Executive Officer at your facility address or via email.

 

 

Guidance to making a complaint

Private patient complaints

If you are a private patient receiving care, please use the following guidance to making a complaint.

​

Download our Private patient guide for making complaints here >

​

NHS patient complaints

If you are an NHS patient receiving care, please download the guide to making a complaint

​

Download our NHS patient guide for making complaints here >

 

 

Our complaints procedure explained

 

Stage 1

• Contact the Registered Manager of the facility you visited either in writing to the facility’s address or via email.

• If your concerns were raised verbally, we will aim to resolve these immediately. If your complaint is in writing, the Registered Manager will acknowledge your complaint  in writing within 3 working days of receipt.

• After a full investigation into your complaint has been undertaken, you will usually be sent a full reply within 20 working days; however, depending on the nature of the complaint, it can sometimes take time to establish the facts and circumstances. If a response is likely to take longer than 20 working days or a response is delayed for any reason, the Registered Manager will advise you of this in writing.

• If you wish to send your complaint via email, please select the facility you visited below:

​

Cambridge Heart Clinic

Dorset Heart Clinic

Peninsula Heart Clinic

Other Regent's Park Healthcare Facility

​

​

Stage 2

• We hope that your concerns are resolved at Stage 1 but if you are unhappy about how your complaint was handled, you may wish to escalate your concerns to Stage 2 and request an internal independent review. This stage is the responsibility of the Chief Executive of Regent's Park Healthcare, who is based at Close Gate House, 47 High Street, Salisbury, Wiltshire, SP1 2PB.

• You may also escalate your concerns to Stage 2 here.

• You will need to write to the Chief Executive within 6 months of the date of the final written Stage 1 response from the facility CEO. You will receive an acknowledgment of the appeal within 3 working days of receipt. The Chief Executive Officer will consider the complaint and will oversee a review of the correspondence and handling of the issues at hospital level.

• The Chief Executive will then either confirm the decisions and actions taken by the Registered Manager, or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal. In any event, you will receive an update letter every 20 working days until the matter is resolved.

 

Stage 3

• As Regent's Park Healthcare is a subscriber member of the Independent Sector Adjudication Service (ISCAS) you are able to request an independent review of your concerns where you feel these have not been resolved at Stages 1 and 2 of our complaint process.

• Therefore, should you remain dissatisfied with the response to your concerns, you can refer the matter to ‘Stage 3’ and request an external review and adjudication.

• To do so, you will need to write to ISCAS within 6 months of the date of the response letter from the Chief Executive Officer to the address below. 

 

The Secretariat of the Independent Sector Complaints Adjudication Service
CEDR. 3rd Floor, 
100 St Paul’s Churchyard 
London
EC4M 8BU

​

https://iscas.cedr.com/​

​

​

Complaints and queries regarding your data

If you have concerns or a complaint regarding your data or would like to make a subject access request, please email our Data Protection Team who will be able to advise you further. Click here to send an email.

​

​