When things go wrong or you have concerns about treatment you, a friend or family member received, you may consider making a complaint. Complaints can help highlight to healthcare providers ways to improve their services, which is integral to good governance and quality management.

For privately funded healthcare (self-paying or through insurance), there is no “standard” complaint procedure.

If you want to make a complaint following care you have received, or on behalf of someone else, you will need to ask for a copy of the complaints procedure.

If you have reason to make a complaint about Private GP Healthcare, please follow the process set out below: –

Stage 1: Complaint raised directly to us.

In the first instance it would be nice to have an informal discussion to see if we can resolve the issue. This could be with either the business owner or the Practice manager. If you prefer you can of course send a more formal letter of complaint.

A formal complaint should be made within six months of the incident. The Independent Health Provider (IHP) may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and there is good reason for a delay in making the complaint.

Stage 2: Internal review of complaint by someone who was not involved at Stage 1 (Manager/Business owner)

If you wish to escalate your complaint to stage 2, you should do so in writing, within 6 months of the final response at Stage 1.

IHPs are expected to have arrangements in place to conduct an objective review of the complaint and how it was handled at Stage 1. The appointed individual reviews all the relevant documents. They may interview staff and set up a meeting with the complainant as part of their investigations.

Stage 3: CEDR Mediation Service

If, having gone through Stages 1 and 2 and there has not been a satisfactory resolution you have the right to refer the matter to the independent external mediation service CEDR (Centre for Effective Dispute Resolution). You will not need to pay for this process. Telephone 020 7520 3800 or visit their website: www.cedr.com

If you remain dissatisfied

The Parliamentary and Health Services Ombudsman cannot investigate complaints about privately funded healthcare services, this includes care provided by private patient units within NHS Trusts.

However, you can raise a complaint to the Care Quality Commission (“CQC”) or the equivalent bodies in Scotland, Northern Ireland, and Wales. The CQC is the independent regulator of health and adult social care in England. They inspect both NHS organisations and independent providers. The CQC will take note of your complaint and may use it as part of their inspection process. However, they will not actively deal with a complaint.

If the issue is about an individual health professional’s fitness to practice, you can make a complaint to the relevant professional regulating body:
The General Medical Council (for Doctors)