Complaints
Your voice matters
At Waterfront Private Hospital, we believe that feedback is essential to maintaining our high standards of care. While we strive for excellence in every aspect of your treatment experience, we recognise that concerns may occasionally arise. Our clear complaints pathway ensures that any issues are addressed promptly, transparently, and in accordance with Healthcare Improvement Scotland regulations. We’re committed to listening, learning, and continuously improving the care we provide to our patients.
Complaints procedure
Complaints Pathway
At Waterfront Private Hospital, we are committed to provide you with a unique, individualised treatment experience, focusing on safe, high-quality care and delivery of the highest standards of care and service.
If you are dissatisfied with any aspect of your treatment or experience, we encourage you to follow our complaints pathway:
1. Informal Resolution: In the first instance, please speak directly with the practitioner who performed your treatment or with the clinic manager. We aim to resolve any concerns as quickly and effectively as possible.
2. Formal Complaints: If the issue cannot be resolved informally, please submit a written complaint to the clinic management:
by emailing us:
[email protected]
or by post:
Hospital Director
Waterfront Private Hospital
1 Waterfront Park,
Edinburgh
EH5 1SD.
We will acknowledge receipt of your complaint within 2 working days and aim to resolve it promptly.
We will investigate and address your concerns in line with Healthcare Improvement Scotland regulations to ensure compliance and uphold the highest quality of care.
You will receive a written response within 20 working days or a written explanation of why the response is taking longer and when you can expect a response.
A full response being made within 5 working days of a conclusion being reached.
