Complaints Policy

1. Purpose

This policy outlines how patients can raise concerns or complaints about our services and how we will handle them in a fair, confidential, and timely manner.

2. Scope

This policy applies to all aspects of our services, including clinical care, communication, administration, and delivery of medications.

3. How to Make a Complaint

You can raise a complaint in the following ways:

• By email: [email protected]
• By post: Healthbase Limited, 71-75 Shelton Street, London, WC2H 9JQ
• By phone: 0330 043 5958 (Mon–Fri, 9am–5pm)

Please include your name, contact details, and a clear description of your concern. If you are making a complaint on behalf of someone else, we may need written consent from the patient involved.

4. Timeframe for Raising Complaints

We ask that complaints be made as soon as possible after the event. Ideally, this should be within 6 months, and not more than 12 months after the incident.

5. What Happens Next

• Acknowledgement: We will acknowledge your complaint in writing within 3 working days of receipt.
• Investigation: A senior member of our team (who is not directly involved in the complaint) will investigate.
• Response: We aim to provide a full response within 20 working days. If more time is needed, we will inform you and keep you updated.

6. Possible Outcomes

Following investigation, we may:

• Offer an explanation or apology.
• Propose steps to resolve the issue.
• Outline changes we will make to improve our services.

7. Confidentiality

All complaints will be handled confidentially and in accordance with data protection laws. Your complaint will not affect your care or treatment.

8. Learning and Improvement

We regularly review complaints and feedback to identify trends, improve systems, and raise standards across our service.