At Apple Hill Hospital, we strive to provide the highest standard of care and service to our patients and their families. Your feedback is invaluable to us as it helps to recognise our successes and identify areas where we can improve. Whether you have a compliment or a complaint, we are here to listen.
Compliments
If you have had a positive experience at Apple Hill Hospital and would like to acknowledge a member of our team or share your satisfaction with the care you’ve received, we would love to hear from you. Your kind words motivate our staff and contribute to the continued improvement of our services.
To share a compliment, you can:
- Speak directly to a member of our staff or management
- Complete our online feedback form [link to form]
- Email us at [compliments@applehillhospital.co.uk]
Write to us at:
Compliments Team
Apple Hill Hospital
Henley Road
Hurley
Maidenhead
SL6 5LH
Complaints
We are committed to ensuring that every patient and their family has a positive experience, but we understand that there may be times when our services do not meet expectations. If you are dissatisfied with any aspect of the care or service you’ve received, we want to address the issue promptly and professionally.
How to Make a Complaint
If you have a complaint, we encourage you to raise it as soon as possible. There are several ways you can do this:
Speak to a member of staff
In many cases, issues can be resolved quickly by speaking to the staff involved in your care. Our team is committed to listening and resolving concerns immediately where possible.
Submit a formal complaint
There are different forms in which complaints can be made:
- By contacting the service and speaking to a member of staff
- By writing to the Registered Manager
- By emailing the Registered Manager
- Posters advising on the complaints process can be found in the visitor areas of all services.
If a complaint is made to another staff member, the person who receives the complaint will make both the senior Nurse on Duty and the Registered Manager aware of the existence and nature of the complaint as soon as possible.
Email:
Post:
Tercy Bheka, Registered Manager
Apple Hill Hospital
Henley Road
Hurley
Maidenhead
SL6 5LH
Need Help?
If you or someone you know needs urgent support, please don’t hesitate to get in touch. Our team is here to provide compassionate, expert care when you need it most.
Together, we can help
What Happens Next
Once we receive your complaint, we will:
- ✅ Acknowledge receipt of your complaint in writing within three working days
- ✅ Conduct a thorough investigation
- ✅ Provide a full response within 20 working days, or keep you updated if more time is required
What can a complainant do if they are dissatisfied with the outcome?
a) If the complainant is not happy with the outcome of the complaint, they have the right of appeal within five working days to the address stated in the response letter.
b) The complainant can also complain to the Parliamentary Ombudsman relevant to the service being provided (Health or Social Care) who provide a free, independent service. The Ombudsmen will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
c) Further details and guidelines on the CQC complaints process can be found on their website
Our Commitment to You
At Apple Hill Hospital, we value your feedback and take all compliments and complaints seriously. We are dedicated to continuous improvement and ensuring that every patient and family receives the care and attention they deserve.
If you have any questions or need further assistance, please do not hesitate to contact us.
Need Help?
If you or someone you know is experiencing a mental health crisis and needs urgent support, please don’t hesitate to get in touch. Our team is here to provide compassionate, expert care when you need it most.
Together, we can help