Complaints Policy

InHealth values your comments on its service. It recognises that the monitoring and handling of complaints are key performance indicators for the quality of its service and represent an opportunity for continuous improvement in service standards.

If you have a complaint about any aspect of the service you have received from InHealth you can address that complaint as follows:

  • By raising it at the time of your visit with the Unit Manager or member of staff.
  • By emailing our Head of Quality on complaints@inhealthgroup.com or by calling 01494 560000 and ask for the Head of Quality.
  • By writing to the Chief Executive Officer, Medical Director or Regional Operations Manager – InHealth Group, Beechwood Hall, Kingsmead Road, High Wycombe, Bucks, HP11 1JL.

InHealth undertakes in handling your complaint to be accessible, impartial, responsive and respectful of your confidentiality.

What information should I supply

  • The background to your complaint, including name of unit or site at which you were seen, relevant dates, times and names of staff involved in your treatment, and type of procedure involved.
  • Any specific grievance or issues that you wish to be addressed.
  • What it is you hope to achieve through the complaints process.

Is there a time limit for making a complaint?

Ordinarily a complaint must be made within six months of the date on which the matter occurred.

InHealth will attempt to resolve your complaint at the time when you raise it. It will acknowledge written complaints ordinarily within 48 hours of receipt. A full response will be made within 20 working days of complaint, failing which you will be advised of progress and reasons for delay.

What if I am not satisfied?

Your complaint will be managed by a dedicated Complaints Handler. If your response is from a member of staff other than the Chief Executive Officer, you are entitled to request the matter be brought before the Chief Executive Officer. You can also make that request at the time of your complaint.

If you are dissatisfied, you may ask either The Independent Healthcare Advisory Service for privately funded patients or The Parliamentary and Health Service Ombudsman for NHS patients, to review your complaint:

The Parliamentary & Health Service
Millbank Tower
Millbank
London
SW1P 4QP
0345 045 4033
www.ombudsman.org.uk
Independent Healthcare Advisory Service
Centre Point
103 New Oxford St
London
WC1A 1DU
020 7379 8598
www.independenthealthcare.org.uk

 

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