Feedback and complaints
While we aim to provide the highest standards of care and meet the expectations of our customers, we acknowledge that despite our best efforts there may be occasions when you may be unhappy with your experience or the service received.
We encourage all patients and visitors to escalate these concerns at the time they arise so that we can help resolve these matters quickly and informally.
We do appreciate that you may prefer to document your feedback in writing. You can do this by contacting our Governance team on the details below:
By post to: Governance Team, Benenden Hospital, Goddard's Green Road, Benenden, Cranbrook, TN17 4AX.
By email to: BenendenHospital.PatientExperience@benenden.org.uk
You can also call us on 01580 857400.
Any concerns we receive will be managed via our internal processes, where we'll endeavour to respond within 20 working days.
Benenden Health Members or Private (self-pay) patients
We're a member of the Independent Sector Complaints Adjudication Service (ISCAS) and follow their three-stage complaint process:
Stage 1: Local Resolution
Stage 2: Internal Appeal (if you are dissatisfied with our response at stage 1 you have the right to ask for your stage 1 complaint to be impartially reviewed by our Hospital Director)
Stage 3: Independent External Adjudication (ISCAS). If you are dissatisfied with the outcome of stage 2 you may refer your complaint to ISCAS for an independent external review:
By post to: Independent Sector Complaints Adjudication Service, 70 Fleet Street, London EC4Y 1EU
By email to: info@iscas.org.uk
You can also call them on 0207 536 6091.
NHS patients
If, following our internal processes, you're still not happy with our response, you can escalate your concerns by contacting:
By post to: Parliamentary and Health Service Ombudsman, Citygate, 47-51 Mosley Street, Manchester M2 3HQ
By email to: phso.enquiries@ombudsman.org.uk
Or by calling them on 0345 015 4033.
