Quality

Our promise to our patients and residents is to listen carefully, investigate and learn from any comment or complaint that they raise with us. We strive always to investigate thoroughly, impartially and to resolve any dispute with honesty, fairness and sensitivity.

Best practice in this is particularly important in the health care sector because of the nature and personal impact of the services provided. For BMI Healthcare, comments, complaints and feedback from patients, residents, their families, clinicians, employees and any other source are an integral part of our quality procedures, providing inputs to our virtuous circle of continuous learning and improvement.

Most comments and complaints can be resolved at the individual hospital, providing rapid response in terms of communication and, as appropriate, changes in the way in which services and care are delivered locally. In all cases investigations include relevant procedural checks to assure conformity with quality standards and protocols.

Even those comments and complaints resolved at a local level are reported upwards regionally to add to learning throughout the organisation. Any complaints or comments that cannot be resolved locally are escalated through specific procedures relevant to acute surgical care as necessary to external, independent review processes that provide timely adjudication for any unresolved disputes.