Complaints

Priory's complaints reporting system is approved by the Care Quality Commission and has three levels. Most complaints are dealt with informally in the hospital and these are not registered due to problems with definition. Formal complaints can be registered either verbally or in writing and most are dealt with at the hospital level. If the patient is not satisfied they may escalate to stage two where an independent investigator from within the group takes on the management of the complaint. If that does not resolve the issue there is the further opportunity to take the complaint to the IHAS arbitration scheme (for private patients) or the health service ombudsman (for NHS patients).