Complaints Procedure

We want to ensure that we deliver our services so that you feel very satisfied with the care and attention that you receive whilst visiting TCI Hospital.

We welcome your feedback and would like you to tell us if the care you receive could be improved. This will help us to learn lessons and do things differently. We also want to know where things have worked really well. We will learn from these experiences and try to deliver the same service throughout the Hospital.

Will my complaint affect the care I am given?
Our aim is to provide you with the best possible care. No member of staff will treat you differently because you have complained and your rights will not be affected in any way. If you feel that you have been discriminated against as a result of making a complaint, please contact our Quality, Risk and Patient Safety Manager.

If you have a problem or concern

If possible, tell someone as soon as you are aware of a problem, e.g. a nurse, a doctor or receptionist. It is likely that they can sort out your problem straight away, or provide information, clarification or advice to help you decide what to do.
How do I make a complaint?

We have a complaint procedure which has been agreed with the Turks and Caicos Islands Government. We follow this to ensure that a complaint is thoroughly investigated and responded to in accordance with your wishes.

You can make your complaint to any member of staff and it can be made verbally, in writing or by email; whichever is more convenient for you. Please be as specific as you can and describe what happened, including any helpful information such as your date of birth, full name, date of visit and a contact telephone number and email address if you have one.

If you are making a complaint on behalf of someone else we may require their signed consent in order to protect patient confidentiality. We will contact you if this is the case.

What will we do?
If your concern cannot be resolved to your satisfaction within 24 hours, it will be treated as a formal complaint, regardless of whether you expressed the concern verbally, in writing or by email.

We will handle all formal complaints as follows:
• Our Quality, Risk and Patient Safety Manager will let you know within three working days that we have received your complaint; 

• We will investigate any issues raised; 

• We aim to provide you with a full explanation and response to your complaint within 20 working 
days but will reach agreement with you if more time is needed; 

• We will share information relevant to your complaint with the TCI Government to satisfy them 
that you are treated fairly; 

• We will ensure that you receive an open, honest and proportionate response to your complaint 
This may involve meeting with you; 

• We will learn from the complaint you have made and make changes where appropriate.

What if I’m still not happy? 

We will make every effort to try and resolve your complaint. If you are not happy with the response you receive from our Chief Executive Officer please let us know as soon as possible.

You have the right to request independent review of your complaint by the TCI Government if you remain dissatisfied with the outcome of the review undertaken by TCI Hospital. Any complaint that remains unresolved can be forwarded to the TCI Government at the Ministry of Health Offices on Providenciales or Grand Turk. 

Contact details
Quality, Risk & Patient Safety Manager
Turks & Caicos Islands Hospital
Cheshire Hall Medical Centre
Hospital Rd
+1 649 941 2800 Ext: 71216