Patient Feedback
Patient Feedback Procedure
At HSA our goal is to provide high quality services to all people who use our facilities. Sometimes things do go wrong and people desire an opportunity to complain and have that complaint investigated.
Our policy for handling complaints is set out below.
We would also welcome feedback when you are pleased with our services. You may use the same contact information below for positive feedback.
We look forward to hearing from you!
What do we mean by a complaint?
If you have a concern, problem or complaint related to any aspect of your hospital experience, or you would like to report an accident, you may contact the Patient Services Representative at the Cayman Islands Hospital, 95 Hospital Road. If you would prefer to submit this in writing, please address your concerns to:
• The Patient Services Representative
Cayman Islands Health Services
PO Box 915, Grand Cayman KY1-1103
Cayman Islands
When making a complaint, try to give us as much detail as possible, for example:
1. What service, policy, person or aspect of the HSA you are complaining about.
2. If appropriate, the date, time, and location where an incident may have taken place and who may have been affected.
3. Any expectations you may have had of the hospital’s services, as a result of information we provided or what staff or hospital may have said.
4. Your name, address and contact details so that we can respond to your complaint.
5. Anything else which you think would help to make your point and help us to investigate your concerns.
Written Complaints
Written complaints should be sent to:
• The Patient Services Representative
Cayman Islands Health Services
PO Box 915, Grand Cayman KY1-1103
Cayman Islands
The officer will access the nature of the complaint and follow up verbally or in written format.
Anonymous Complaints
We will investigate anonymous complaints in the same way outlined above and seek to put things right if the complaint is found to be justified.
However, if an anonymous complaint involves alleged misconduct by a member of staff, which, if proven, would be grounds for disciplinary action, then the appropriate officer responsible for disciplinary matters will investigate the complaint.
How we Handle Complaints
Complaint investigation and resolution are handled as they occur. In the first instance, your complaint will be handled by a Patient Services Representative if the matter involves patient care issues or if the matter relates to employment this will be handled by our Human Resources Department. We will try to resolve your complaint as soon as we receive it. But if the matter cannot be resolved immediately, we will write to you to acknowledge receipt of your complaint within 5 working days of it being lodged, and then provide a fuller written response.
We will send you a written response to your complaint within 30 working days of it being lodged. This could be our final response to your complaint or a progress report of how we are investigating your concerns.
Where we have provided you with a progress report, we will continue to provide you with further progress reports, until your complaint has been dealt with.
If we have not acknowledged your complaint within five days of receiving it or have not provided you with a full written response within 30 days, then we will write to explain the reasons why and to give you a date by which time we expect to be able to give you a full or final response.
Putting Things Right
If your complaint if found to be justified, an appropriate intervention or response will be provided.
Complaints Commissioner
Where you are not satisfied with our response to your complaint you can contact the Office of the Complaints Commissioner. The Complaints Commissioner is an independent person who investigates allegations of maladministration causing injustice to the person who has complained. The Commissioner can be contacted at:
• Complaints Commission
PO Box 2252 KY1-1107
202 Piccadilly Centre
28 Elgin Avenue
George Town
Telephone: (345) 943-2220
Fax: (345) 943-2221