At Optimised Care, your comfort and wellbeing are our top priorities. We’re always pleased to hear when your hospital visit has been a positive experience, and we warmly welcome your kind feedback. However, if you are dissatisfied with any aspect of our facilities or service, please let us know as soon as possible. We will look into the matter promptly so we can provide an explanation, offer an apology where appropriate, and take any necessary steps to make things right.
At Optimised Care, we genuinely want to hear from you if you are unhappy with any part of our facilities or service. Please tell us as soon as possible — this allows us to look into the matter quickly, explain what happened, apologise if needed, and take positive steps to put things right. Often, if you raise an issue straight away, the person caring for you can resolve it immediately. If not, our Hospital Director, Director of Clinical Services, or another senior member of staff will be glad to assist you.
If you still feel your concern has not been fully resolved, you are welcome to share your comments in writing. We take every piece of feedback and complaint seriously.
At Optimised Care, we always:
At Optimised Care, the Hospital Director is responsible for the day-to-day management of the hospital and is best placed to ensure any complaint is investigated thoroughly and without delay. You — or your representative (with your permission) — can make a complaint by completing our complaints form or by writing to us directly. Please include the following information to help us deal with your concern efficiently:
Please use our complaints form to share the details of your concern, providing as much information as you can.
Your completed form will be sent directly to the hospital your feedback relates to, so we can address the matter promptly and appropriately.
At Optimised Care, we will acknowledge receipt of your complaint within three working days. We aim to provide a full response as quickly as possible — usually within 20 working days.
If your complaint requires more time to investigate, we will write to explain the reason for the delay. For complex cases that take longer, we will keep you updated with regular progress reports. We may also suggest meeting with you to discuss your concerns in person and work towards a resolution.
If you are not satisfied with the response from the Hospital Director, private patients may escalate their complaint for an internal review at Optimised Care’s head office. The Hospital Director’s response will include clear instructions on how to do this and where to send your correspondence. One of our Divisional Directors will then review your complaint and either confirm the actions taken or offer an alternative solution.
For NHS patients, the process differs slightly. If you remain unhappy with the Hospital Director’s response, you may escalate your complaint directly to the relevant Ombudsman:
As a final step, private patients have the right to refer their complaint to independent external adjudication. This is managed by the Independent Sector Complaints Adjudication Service (ISCAS) — email bookings@optimisedcare.com or call 0121 269 3333. ISCAS will only become involved once you have fully followed Optimised Care’s complaints process. If this stage is reached, your Divisional Director will provide full details in writing.
You may also wish to share your experience with the Care Quality Commission. Although the CQC does not investigate individual complaints, they welcome feedback to help monitor the quality and safety of healthcare services in England.
You can contact the CQC by calling 03000 616161
If English is not your preferred language, you can ask us to arrange an interpreter when you call
Email: enquires@cqc.org.uk
Visiting their website at https://optimisedcare.com/
In Scotland, our hospitals are regulated by Healthcare Improvement Scotland, and in Wales by the Healthcare Inspectorate Wales.
Optimised Care is proud to work alongside The Patients Association, an independent charity that provides free information, advice, and support to help patients navigate health and social care. Their national helpline offers confidential guidance on any concerns or questions about NHS or social care services.
The helpline is open from 9:30am to 5:00pm, and calls received outside these times are returned during opening hours. To speak with an adviser, please call 0800 345 7115, or visit the Patients Association website.
Created by the Independent Healthcare Providers Network (IHPN) with support from The Patients Association, this short animation explains your rights as a patient when receiving private healthcare. It covers what you can expect in terms of safe treatment, the highest professional standards of care, and a positive experience throughout your time with us at Optimised Care.
Have questions or ready to book your consultation? Our friendly team is here to help. Fill out the form below, and we’ll get back to you promptly.
Optimised Care — premium private healthcare designed around you. Expert consultants, advanced treatments, and truly patient-focused care.
