We value your feedback
Every member of staff at Moorfields Private aims to give you the best levels of service, care and treatment they can.
We would encourage you to give your general feedback on your experience by visiting our website and completing our online questionnaires about your:
If you are pleased with your treatment or a particular member of staff has gone the extra mile to help you, please tell us about it.
If you experience any problems while you are with us, we encourage you to speak to a member of staff at the time of your concern, and they will do their best to resolve any issues there and then or contact someone who can.
Making a formal complaint
If you have a concern that needs a detailed investigation or you wish to make a formal complaint about the service, care or treatment you have received, we want to hear from you.
When we receive your formal complaint, our complaints team will acknowledge receipt in writing within three working days.
We will investigate your complaint with the relevant staff concerned and where appropriate, the medical director and respond within 25 working days with the outcome.
Moorfields Private is a member of The Independent Sector Complaints Adjudication Service, the recognised independent adjudicator of complaints for the private healthcare sector. Their guide for patients can be found here.
If you remain dissatisfied with the response provided by Moorfields Private, you may escalate your concerns to the chief executive at:
- Moorfields Eye Hospital NHS Foundation Trust, 162 City Road, London, EC1V 2PD.