Complaints and compliments

We are committed to providing excellent customer service, but there may be a time when we don’t get it quite right.

Anyone using or impacted by our services can make a complaint. If you are dissatisfied with any aspect of our service, you should let us know. It gives us the opportunity to put things right.
Once we are aware of your concerns, we can ensure that they are handled by the right person and the appropriate action is taken. We appreciate your feedback, it helps us to learn and improve for the future.
There may be times that a complaint isn’t appropriate and in these instances, we will tell you how your concerns will be handled.
Alternatively, if you have any feedback or suggestions about any aspect of our service, please contact us.

Feedback and Comments

Whether you are a patient, relative or a visitor to one of our facilities, we want to ensure that your experience is a positive one.

We value all feedback following your visit to one of our facilities. We ask that if you do encounter any problems, however small, you let us know. We are continually striving to improve our service and care, and your comments and feedback are invaluable in helping us to do this.

Guidance to making a complaint

Private patient complaints

If you are a private patient receiving care with Myriad care please use the following guidance to making a complaint.

NHS patient complaints

If you are an NHS patient receiving care at a Myriad care, please download the guide to making a complaint.

Primary care service complaints

If you have experienced an issue or would like to make a complaint about one of Myriad care primary care services, please read our leaflet on ways to do this. Myriad care Primary Care includes Roodlane Medical and Blossoms Healthcare.

Our complaints procedure explained

Step 1
- Contact the Chief Executive Officer of the facility you visited.
- If your complaint is verbal, we aim to respond immediately, or if an investigation is required, within 2 working days. If your complaint is in writing, the Chief Executive Officer will acknowledge receipt within 3 working days.
- After we have carried out a full investigation into your complaint, you will usually be sent a full reply within 20 working days; however, depending on the nature of the complaint, it can sometimes take time to establish the facts and circumstances. If a response is likely to take longer than 20 working days, the Chief Executive Officer will advise you of this.
Step 2
- If you are unhappy about how the complaint is being handled, you can ask for an internal appeal. The internal appeal stage is the responsibility of the Group Chief Executive of Myriad care, who is based at 2 Cavendish Square, London, W1G 0PU.
- You will need to write to the Group Chief Executive within 6 months of the date of the final written response from the CEO of the facility you visited. You will receive an acknowledgment of the appeal within five working days of receipt. The Group Chief Executive Officer will consider the complaint and may undertake a review of the correspondence and handling of the issues at hospital level if they feel that this is appropriate.
- The Group Chief Executive will then either confirm the decisions and actions taken by the hospital Chief Executive Officer, or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal. In any event, you will receive an update letter every 20 working days until the matter is resolved.

Excellent Customer Service. Spoke with a live and well-informed customer service representative. All my questions were answered. Getting a live expert on the phone is the only way to provide quality customer service. Thank you!

Customer 1

Myriad Customer