Hill Rise Private GP is committed to providing high-quality clinical care and an excellent standard of service to all patients. If any aspect of our service does not meet expectations, we take concerns seriously and aim to address them promptly, openly, and fairly. We recognise when things may go wrong and use feedback as an opportunity to improve our services. A full copy of this complaints policy is available to patients, their relatives, or representatives at the time a concern is raised.

Our complaints procedure is made up of three stages:

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Stage 1 – Informal / Local Resolution

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Concerns or complaints may be raised verbally or in writing with Hill Rise Private GP, ideally as soon as possible and no later than 6 months after the event or the point at which the issue became known. Written complaints can be submitted via email to both of the following: info@hillriseprivategp.co.uk and complaints@thanksdoc.co.uk.

Written complaints will be acknowledged within 2 working days by post or email, depending on the complainant’s preference.

An investigation will be undertaken, which may include a review of clinical records and discussions with relevant members of staff. Responses will be provided directly to the complainant, regardless of whether the concern was raised verbally, in writing, by text, or email.

A full written response will usually be issued within 20 working days. If additional time is required, the complainant will be kept informed at 20-working-day intervals. Our aim is to complete Stage 1 within three months.

If the complainant remains dissatisfied with the outcome at Stage 1, they may request escalation to Stage 2 in writing within 6 months of receiving the Stage 1 response.

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Stage 2 – Formal Review

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Receipt of an escalated complaint will be acknowledged within 3 working days.

A senior member of staff who was not involved in Stage 1 will carry out an independent review. This will include an assessment of all relevant documentation and may involve further discussions with staff involved in the original complaint.

The Stage 1 investigation and response will be reviewed in full. Where appropriate, the staff involved may be asked to provide additional clarification or comment to assist with resolution.

Consideration may be given to a meeting or telephone discussion between the complainant and those involved in the Stage 1 response.

A written outcome of the review will normally be provided within 20 working days. If the review is ongoing, progress updates will be issued every 20 working days. The intention is to complete Stage 2 within three months.

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Stage 3 – Independent External Review

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If the complainant remains unhappy following completion of Stages 1 and 2, they may request an independent external review through the Independent Sector Complaints Adjudication Service (ISCAS). This request must be submitted in writing within 6 months of the Stage 2 outcome letter.

Complainants must have completed both internal stages before accessing Stage 3. ISCAS may refer matters back to Hill Rise Private GP where appropriate. Access to Stage 3 requires the complainant to sign a Statement of Understanding and Consent.

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Contact details for ISCAS:

• By Post: ISCAS, 70 Fleet Street, London, EC4Y 1EU

• Email: info@iscas.org.uk

• Telephone: 020 7536 6091