Gripes template is hailed as example

Independent practitioners, clinics and private hospitals who subscribe to the Independent Sector Complaints Adjudication Service (ISCAS) are being encouraged to look at how they are signposting patients to the service.

It has held up the message below, from St Hugh’s Hospital, Grimsby, as a ‘best practice example’.

How we handle complaints

We will always:

Listen to every complaint in full;

Be open, honest and thorough in dealing with complaints;

Respond promptly;

Deal with everyone concerned, fairly and objectively;

Seek to resolve any issues amicably;

Use the experience to improve what we do.

Raising a complaint

In the first instance, if you wish to raise a complaint or concern please email xxxxx making sure to provide the following details:

  • Your name and address;
  • The name and address of the patient (if different);
  • Patient’s date of birth;
  • Patient’s hospital number (if known);
  • Complainant’s contact details including phone and email address;
  • A full description of all issues about which you wish to complain, including relevant dates and times.

Our three-stage complaint process

You can download a copy of our complaints procedure here.

Local resolution

If your complaint cannot be resolved by a member of staff, please write to the hospital director (address provided) or e-mail xxxx.

Your complaint will be investigated and a full response will be sent to you within 20 working days, unless the investigation is still ongoing.

Internal appeal

If you are not satisfied with the outcome/response to your complaint, you can appeal to the Executive Director, Healthcare Management Trust, 14 Queen Anne’s Gate, London, SW1H 9AA, within six months.

External appeal

If you are dissatisfied with the internal appeal outcome, you have the right to refer the matter to Independent Healthcare Sector Complaints Adjudication Service (ISCAS) within six months of the final decision of the hospital’s internal review. ISCAS will then raise the complaint with the hospital within ten working days of receipt. You can find a copy of ISCAS’s complaints procedure here.


When we get it right, please let us know. Your positive comments are greatly appreciated by our staff and help to ensure good practice is shared.

All service users are encouraged to complete the patient survey leaflet that is available on the ward or in the outpatients area or you can email your feedback to

How we handle your personal information

You can find out how we handle your personal information in our privacy policy here.