Your Health – Patient Feedback & Complaints Process

At Your Health, we are committed to providing high-quality, safe, and compassionate healthcare. We welcome feedback from our patients and recognise that, on occasion, our service may not meet expectations. When this happens, we take concerns seriously and view them as an opportunity to learn and improve.

This policy explains how you can raise a concern or make a complaint, and how we will respond.

How to Make a Complaint

You can raise a complaint either verbally or in writing. To help us fully understand and investigate your concern, we recommend submitting complaints in writing wherever possible.

Contact details:

• Email: enquiries@yourhealthtoday.co.uk
• Telephone: 0800 058 4489
• Post: Via our main office address

Complaints should ideally be made within six months of the event or issue giving rise to the concern.

Stage 1 – Local Resolution

Acknowledgement

We will acknowledge receipt of your complaint within two working days.

Investigation

Your complaint will be reviewed carefully and investigated by an appropriate member of our team. We aim to understand what happened, why it happened, and whether any improvements are needed.

Response

We aim to provide a full written response within 14 working days, outlining:

• The findings of our investigation
• Any actions taken or proposed
• Our response to your concerns

If the investigation is more complex and requires additional time, we will keep you informed and explain the reason for any delay.

Stage 2 – Internal Review

If you are not satisfied with the outcome at Stage 1, you may request a Stage 2 review.

• This request must be made in writing
• It should be submitted within six months of receiving the Stage 1 response

Your complaint will be reviewed independently within the organisation to ensure it has been handled fairly and thoroughly.

We will provide a written response within 20 working days. If additional time is required, we will explain why and provide an expected timescale.

Stage 3 – Independent Review (ISCAS)

If you remain dissatisfied following Stage 2, you may refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for an external, independent review.

This must be done within six months of the Stage 2 outcome.

ISCAS CEDR
3rd Floor, 100 St Paul’s Churchyard
London, EC4M 8BU
📞 020 7536 6091

This service is free of charge to patients.

Confidentiality & Learning

• All complaints are handled confidentially and with sensitivity
• We maintain a secure complaints register in line with regulatory requirements
• Information from complaints is anonymised and used for staff learning and service improvement

Raising a concern will not affect your care or treatment.

Our Commitment to You

We are committed to:

• Treating complaints seriously and fairly
• Responding promptly and transparently
• Learning from feedback to improve our services

If you have any questions about this policy or need support in making a complaint, please contact us at enquiries@yourhealthtoday.co.uk.