How to give feedback or complain
Whether you are a patient, relative or a visitor to The Lister Hospital, we hope your experience is positive. We ask that if you do encounter any problems, however small, you tell us.
We are continually striving to improve our service and care, and your comments and feedback will help us to do this.
If possible, please inform us of your comments or concerns while you are in the hospital. Each clinical department has a manager. Please ask to speak to them directly - they are always happy to help. Also, there are Inpatient Feedback Questionnaires available in all patient rooms and from the nursing stations on the ward. Every one is read and action is taken as required.
If you have left the Hospital you can telephone us, write, email us or download an Inpatient Feedback Questionnaires and send this to us.
Write to or email the Hospital's Chief Executive Officer:
Mr John Reay
The Lister Hospital
Chelsea Bridge Road
London
SW1W 8RH
What happens next?
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If your complaint is verbal, we try to respond immediately, or at least within 24 hours
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If your complaint is in writing, the Chief Executive Officer will acknowledge receipt within 48 hours
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After investigation into the complaint, you will normally be sent a full reply within 20 working days. It can take time to establish the facts and circumstances. If this is likely to take longer than 20 working days the Chief Executive Officer will advise you of this.
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If you are unhappy about how the complaint is being handled, you may complain directly to the Healthcare Commission. The contact details are below.
Healthcare Commission
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG
Telephone: 020 7448 9200
Fax: 020 7448 9222
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