Concerns & complaints
We always like to know our patients are comfortable and well cared for. If you feel your hospital visit was a particularly positive experience, we would be delighted to hear from you. However, if you are unhappy with our facilities or service we want to know about it as soon as possible. We will investigate the situation so that we can explain, apologise and take positive action where necessary.
Make a complaint
If you would like to let us know any comments about the care you received at Waterfront, you can send an email to [email protected] Please include the following details to help us deal with your complaint (where applicable):
- The department you were treated in
- The date(s) your complaint is in reference to
- Names of consultant(s), nurses or staff who were caring for you
- Type of treatment received
- Details of your complaint
Complaint policy
If you are unhappy with our facilities or service, we want to know about it as soon as possible.
If you are not completely satisfied, you can put your comments in writing. We take all comments and complaints seriously. We always:
- Pass on any praise to the people concerned
- Handle complaints in complete confidence
- Investigate impartially
- Offer a clear and complete explanation
Getting back to you
Acknowledgements will be sent within three working days of receiving the complaint. We will then reply in full as promptly as we can – usually within 20 working days. If the investigation is still going on after 20 days we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.