Complaints Procedure

We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.

If you use this procedure it will not affect your right to complain to the Parliamentary and Health Service Ombudsman. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint, please email us at: info@hsht.co.uk with the subject title “Complaint”

You can also make a complaint by calling us on 02030262532 to complain.

What We Shall Do

We shall acknowledge your complaint within three working days and aim to have responded as swiftly as possible to your complaint within an agreed timescale from the date you raised it with us. We usually aim to respond within 25 working days. We shall then be in a position to offer you a full response, an apology if appropriate or a meeting with the people involved. Please be assured that your care will not be impacted by making a complaint.

When we look into your complaint, our aims will be to make it possible for you to discuss the problem with those concerned if you would like this, and take appropriate action wherever possible.

Stage 1

• Upon receipt of your complaint, you will receive a written acknowledgement within 3 working days.
• We will aim to provide you with a response within 25 working days of the date of your complaint.
• If we cannot provide you with a full response within 25 working days, we will write to you notifying you of any delays. In this situation we will regularly update you on the progress of your complaint.
• Then we will be in a position to offer you a full response, or an apology if appropriate. Please be assured that your care will not be impacted by making a complaint.

Stage 2

If you remain concerned with our response at Stage 1 you are entitled to have your complaint reviewed at Stage 2.

In order to conduct a Stage 2 review, you should email the Complaints Officer within six months of the date of our final Stage 1 email outlining your concerns regarding our response.

The Complaints Officer will carry out an objective and impartial review of your Stage 1 complaint.

Please email to: info@hsht.co.uk with the subject line “Stage 2 Complaint”.

• Once we have received your complaint you will receive a written acknowledgement within 3 working days of receipt.
• A written response following the Internal review will be provided to you within 25 working days of receipt.
• If we cannot provide you with a full response within 25 working days, we will write to you notifying you of any delays. In this situation, we will regularly update you on the progress of your complaint.
• Then we will be in a position to offer you a meeting with the Complaints Officer and Leading Surgeon.