Complaints & Feedback Policy
How patients, visitors and stakeholders can raise concerns, share feedback and request follow-up from Luton Hospital.
Open feedback
Patients and visitors are encouraged to raise concerns, complaints, compliments or suggestions.
Fair handling
Feedback should be reviewed fairly, respectfully and confidentially where appropriate.
Service improvement
Feedback helps improve patient experience, quality, safety and communication.
Follow-up
Where contact details are provided, the hospital may follow up for clarification or response.
1. Purpose
This Policy explains how patients, visitors and stakeholders can raise complaints, concerns, compliments or service feedback with Luton Hospital.
The purpose is to support respectful communication, timely review and continuous service improvement.
2. Scope
This Policy applies to feedback about public hospital services, patient experience, communication, appointments, service access, website interactions and related hospital support processes.
Clinical emergencies should not be submitted as routine feedback. For urgent care, patients should call or visit the hospital immediately.
3. How to submit feedback
Feedback may be submitted through official hospital communication channels.
- Email: info@lutonhospital.co.ke
- Telephone: +254 111 003 400
- Website contact or feedback form where available.
- In-person communication at the hospital.
- Official social media or WhatsApp channels where enabled.
4. Information to include
To help the hospital review feedback, provide enough information to understand the concern, while avoiding unnecessary sensitive information.
- Full name and contact details where a response is requested.
- Date, time, department or service involved.
- Brief description of the issue, compliment or suggestion.
- Any reference number, appointment detail or supporting document where relevant.
- Preferred contact method for follow-up.
5. How feedback is handled
Feedback should be received, recorded, reviewed and directed to the relevant team or responsible person for appropriate action.
The hospital may contact the person submitting feedback for clarification, additional details or response.
6. Confidentiality and respect
Complaints and feedback should be handled respectfully and with appropriate confidentiality.
Information shared through feedback channels may be processed to investigate, respond, improve services, manage risk and meet legal or professional obligations.
7. Service improvement
Feedback trends may be used to identify service gaps, training needs, communication issues, patient experience concerns and quality improvement opportunities.
8. Contact
For complaints, compliments or feedback, contact Luton Hospital through the official channels below.
- Email: info@lutonhospital.co.ke
- Telephone: +254 111 003 400
- Location: China Centre, Ngong Road, Nairobi
Important notice
This public page provides general policy information for Luton Hospital patients, website visitors and stakeholders. It does not replace clinical advice, emergency care instructions, patient consent forms, staff-only policies or legal obligations applicable to a specific service.
Download the full Complaints & Feedback Policy
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