Comments & Feedback

We value every patients’ feedback. Feedback on your experience with us is what helps us to ensure that the service we deliver is beyond expectations. It helps us to continue to improve the patient journey, treatment and care. If you have any concerns, or if you would like to provide positive feedback or a testimonial after receiving care at the Hospital, please get in touch.

Patient questionnaire

At St John and St Elizabeth Hospital and St John’s Hospice we put people first. We are always striving to improve your experience and your opinion matters to us, so please help us to get it right.

    1. Your Admission

    With a rating of 5 being good and 1 being poor please give your opinion of the following:

    Your welcome by reception

    The way we explained your room facilities

    The way we explained the nurse call system

    Your overall opinion of the admission process

    2. Your Nursing Care

    With a rating of 5 being good and 1 being poor please give your opinion of the following:

    Individual attention given

    The response to nurse call

    The amount of information you were provided with

    Our awareness of your condition

    The way your questions were answered

    The way staff made you feel confident in them

    The effectiveness with which we managed your pain

    The overall standard of nursing care

    3. Professional Services

    With a rating of 5 being good and 1 being poor please give your opinion of the following:

    Your consultant Anaesthetist

    Your consultant Physician/Surgeon

    Your Imaging Radiographer

    Your Theatre Staff

    4. Catering

    With a rating of 5 being good and 1 being poor please give your opinion of the following:

    Menu content

    The correctness of your order

    The promptness of service

    The temperature of food

    Food quality (nutritious, tasty, flavoursome)

    The friendliness/helpness of catering staff

    Your overall impression of catering

    5. Your accommodation

    With a rating of 5 being good and 1 being poor please give your opinion of the following:

    Room facilities (TV, radio etc)

    Room cleanliness

    Bathroom facilities

    Bathroom cleanliness

    Care of visitors

    The friendliness/helpfulness of housekeeping staff

    Your accommodation

    6. Going home

    With a rating of 5 being good and 1 being poor please give your opinion of the following:

    Assistance with planning your departure

    Instructions for aftercare

    Your overall opinion of the discharge process

    7. General questions

    With a rating of 3 Yes Completly, 2 being Yes to some extent and 1 no please give your opinion of the following:

    Were you involved as much as you wanted to be in decisions about your care?

    Were you given enough privacy when discussing your condition or treatment?

    If you had administrative queries did we deal with them efficiently?

    Did you feel you were treated with respect and dignity while you were in Hospital?

    Were you told who to contact if you were worried about your condition or treatment after you left Hospital?

    8. Overall

    Please answer the questions below:

    Overall rating of quality of care

    About you

    If you would like to discuss any aspect of your care please contact Matron, Christine Malcolmson on 0207 806 4097

    Reply Contact Details

    Please add your name and address only if you want a reply to issues raised.

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    How did we do? Let us know

    Receiving feedback is important to us and we value the feedback of every patient. We aim to ensure every patient has a positive experience with us, equally, if you have any concerns, get in touch. You can find the details of our complaints procedure below.

    Frequently asked questions

    Did we get it right?

    If so, we would like to hear from you. Our staff always perform the highest standard of care, treatment and support. It is vital to let us to know if you feel the same way – and is really encouraging for us to hear your positive feedback.

    There are various ways that you can leave us feedback:

    • If you have been an inpatient then complete an Inpatient Satisfaction Survey and leave it with a member of staff or pop it in the post-box, no stamp is needed.
    • Email us at [email protected].
    • Leave a review on Google reviews.
    • Leave a review on our Facebook page.

    Could we have done better?

    Your opinion matters the most. If you know how we can make a patient’s experience at St John & St Elizabeth Hospital or St John’s Hospice even better, please let us know.

    You can do so by completing an Inpatient Satisfaction Survey which you can get from a member of staff.

    What if I have a problem?

    If a problem occurs or if you are unhappy with the service we are providing, it is in our best interest to put things right for you.

    Please speak to a member of staff and they will do their utmost to help you immediately. Alternatively, you are welcome to raise your concerns with our Chief Nursing Officer or Deputy Chief Nursing Officer.

    Did we get it wrong?

    If you have concerns about the level of care and treatment provided and you believe this was not up to our best standards, we understand that you may want to raise your concerns. You can make a complaint on behalf of yourself, a friend or a relative. Please note, you must have written consent to make a complaint on behalf of somebody else.

    How can I make a complaint?

    We ask that if you do encounter any problems, however small, that you tell us.

    We are continually striving to improve our service and care and your comments and feedback will help us to do this. It is important that you give us as much information as possible about what happened, including where and when.

    You may wish to write a letter, email or speak to somebody personally.

    If possible, please tell us of your concerns during your Hospital stay. Please ask to speak to the appropriate area manager, our staff are always happy to help. Alternatively, you can write to our Chief Nursing Officer at:

    Andrew Gallini
    Chief Nursing Officer
    St John & St Elizabeth Hospital,
    60 Grove End Road,
    NW8 9NH

    Or email us at: [email protected] for the attention of Chief Nursing Officer.

    How long have I got to make a complaint?

    It is always better to make your complaint as soon as possible after the problem occurred, or when you first became aware something was not right. Your complaint should be made within 12 months of the incident. This time frame can be discussed; however, we would like to ensure that your complaint is dealt with efficiently. To ensure that a full investigation can take place, we recommend reporting any concerns to us as soon as possible and within this time frame.

    What will happen next?

    • If your complaint is verbal, we try to respond immediately or at least within 24 hours.
    • If your complaint is in writing, our Chief Nursing Officer will aim to acknowledge receipt within two working days. It may sometimes be possible to answer the complaint within the initial response.
    • We register the complaint, alert appropriate members of staff and commence our Investigation.
    • Following our investigation, we aim to send a response within 20 working days detailing the outcome, and any actions taken as a consequence. It can take time to establish facts and circumstances needed to conduct an accurate investigation. If it is likely that this process will take longer than 20 working days, you will be informed as soon as possible.
    • We meet with appropriate members of staff and take appropriate remedial action.

    What happens if I am not happy with the outcome?

    If you are not satisfied with our response to your complaint, we will be happy to meet with you to explain or clarify any issues, or to discuss other possible ways to resolve your concerns.

    We are a member of the Independent Sector Complaints Adjudication Service (ISCAS) and abide by its Code of Practice. If you are not satisfied, please contact ISCAS. You can visit www.iscas.org.uk, call them on 0207 536 6091 or write to them at:

    70 Fleet Street,
    EC4Y 1EU