Whether you are a patient, relative or a visitor to St John & St Elizabeth’s we hope your experience is positive. We take pride in looking after its patients, endeavour to provide the best levels of care and are continually looking at ways to improve our services and facilities. From our dedicated staff to expert consultants, every effort is made to make their stay safe and as comfortable as possible.
We value feedback from patients and regularly monitor our performance and listen to views of those using the hospital.
General Comments & Suggestions
General comments and suggestions are always welcomed. These can be made by speaking to a member of staff or department manager at the time of your visit to the hospital, or by using our confidential email service.
Patient Satisfaction Questionnaires
Patient Satisfaction Questionnaires are available in all patient rooms and can also be obtained from the nursing stations on the ward. Many of the support departments also have questionnaires and feedback forms. Every questionnaire is read and noted and action is taken as required.
Complaints Procedure
- We ask that if you do encounter any problems, however small, you tell us. We are continually striving to improve our service and care, and your comments and feedback will help us to do this.
- If possible, please tell us of your concerns while you are in the hospital. Each clinical department and ward has a manager. Please ask to speak to them directly - they are always happy to help.
- Write to the hospital's Matron:
Mrs Christine Malcolmson
Hospital of St John & St Elizabeth
60 Grove End Road
London
NW8 9NH
Email us at: This e-mail address is being protected from spambots. You need JavaScript enabled to view it for the attention of the CEO.
What happens next?
- If your complaint is verbal, we try to respond immediately or at least within 24 hours.
- If your complaint is in writing, the Matron will acknowledge receipt within 48 hours.
- After investigation into the complaint, you will normally be sent a full reply within 25 working days. It can take time to establish the facts and circumstances. If this is likely to take longer than 25 working days the Matron will advise you of this.
If you are unhappy about how the complaint is being handled, you may complain directly to the Care Quality Commission. The contact details are below.
Care Quality Commission
Finsbury Tower
103-105 Bunhill Row
London
EC1Y 8TG
Telephone: 020 7448 9200
Fax: 020 7448 9222
Fax: 020 7448 9222
