Complaints

HealthHero is committed to providing you with the highest standard of service and views complaints as an opportunity to learn and improve when possible. HealthHero subscribes to Independent Healthcare Sector Complaints Adjudication Service (ISCAS).

How to make a complaint

HealthHero defines a complaint as an expression of dissatisfaction, either written or verbal that requires a response from us. Should you wish to make a complaint or would like to raise a concern you can do so by contacting HealthHero directly on the telephone number you have been given to access the service or by writing to HealthHero as follows.

 

Alternatively, you can e-mail your concerns directly to our Patient Care Team at complaints.epc@healthhero.com.

Complaints Process

We follow a three-stage process and aim to ensure that all aspects of your complaint are dealt with in the strictest of confidence, promptly, efficiently, and fairly. On receiving a complaint, we endeavour to resolve it informally and to your satisfaction within 3 full working days. If we are unable to do this, for example, if nature of your complaint requires investigation by a senior healthcare professional, we aim provide a full and formal response within the next 20 working days. We will notify you of any delays to the process and making a complaint will not affect any ongoing use of the service you may wish to make. 

Stage 1 involves:

• acknowledgement of your complaint, either by phone, email, or letter so that we are sure that that we fully understand its nature.
• gathering sufficient information to correctly identify relevant records.
• reviewing recordings as necessary. (Clinical complaints will be reviewed by a clinician).
• a full response being prepared with an investigation, findings, comment, and actions.
• the response being sent to you with the report findings, actions and if appropriate, any apology. 

Internally we will:

• identify any staff training needs and act in a timely manner. 
• identify any process improvements and action in a timely manner. 
• where appropriate, anonymise the complaint and share with the team for learning purposes. 

If you are not satisfied with how we have responded to your complaint, you can request it to be escalated to Stage 2, where a review will be conducted by a member of our senior management team. The Stage 2 process does not involve re-investigating your complaint because you may be dissatisfied with the initial response, rather it reviews the process to ensure we have followed our policy correctly and the outcome was appropriate. We aim to provide a full and final response at Stage 2 within 20 working days.

We hope that we can resolve any query or concern you may have, but if you remain unhappy with our final response to a healthcare related complaint, you can initiate the Stage 3 process, which involves requesting impartial adjudication through the Independent Healthcare Sector Complaints Adjudication Service (ISCAS).

Please note that Stage 3 of the complaints process only applies to clinical complaints regarding the healthcare you have received from us. The ISCAS Complaints Process can be viewed by clicking here. 

Data Protection Complaints

If you believe that we have not responded satisfactorily to a privacy-related incident, or where you believe that we are not processing your personal information in accordance with the law, you can complain to:

• the Information Commissioner’s Office in the UK by emailing casework@ico.org.uk, by calling +44303 123 1113. Additional contact methods are detailed on their website: https://ico.org.uk/global/contact-us.

or;

• The Data Protection Commission if you are resident in Republic of Ireland through their website: https://forms.dataprotection.ie/contact.

Privacy

Please note that in accordance with the Terms and Conditions applicable to the service we have provided to you, all calls and consultations are recorded in the interests of all parties. All complaint information will be handled sensitively and strictly within the confines of applicable Data Protection Laws and clinical guidelines on confidentiality.

For more information, please see our Privacy Policy.