Our complaint process and what to expect

At Nuffield Health, we’re continuing to build a healthier nation by aiming to provide the best possible service. If you need to raise a concern or make a formal complaint – whether you’re in one of our hospitals, medical centres, have taken a health assessment, or undergone Cognitive Behavioural Therapy – please follow the steps below, so we can put things right. We regularly review all your feedback to improve your experience with us.

How we handle your complaint

This is the initial stage of the complaints process, which might not need a formal response. The local site will handle your complaint and aim to resolve the issue within two working days.

• STAGE 1

  Formal Local Resolution

  If you feel your concerns are not resolved, a further investigation will be carried out by a senior member of the on-site management team. Once their investigation has been concluded, you'll receive a full formal written response.

• STAGE 2

  Organisational Review

  If you’re unhappy with the response at Stages 0 and 1, our central Customer Relations Team will review the handling of your complaint to establish if it was dealt with correctly. Your complaint will be acknowledged in two working days, and a review completed in 20 working days. You will then be contacted by our Customer Relations Team.

• STAGE 3

  External Adjudication

  If you’re a clinical customer (non-NHS patient) you can escalate your concerns to the Independent Sector Complaints Adjudication Service (ISCAS). Access ISCAS here.
  
  If you’re an NHS patient, you can escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO). Access PHSO here.