A complaint lands on your desk. What happens next?
Handled well, a complaint can strengthen a patient's trust. Here is a simple process that keeps it calm and fair.
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The short answer
Use the three stages most independent providers follow: a local response, an internal review by someone not involved, then independent adjudication through ISCAS if your practice or hospital subscribes. Acknowledge in writing within three working days and send a full reply within 20 working days, which is the ISCAS stage 1 standard. Call your consultant's indemnifier early for anything clinical.
What good looks like
Where you stand, before and after
Complaints
- Published policy · acknowledged within days
- Fair investigation · clear reply · reviewed every quarter
Illustrative sample, not a real person or result.
6 steps
Do it yourself: step by step
0 of 6 done
Who handles complaints, how to complain (email, letter, phone), timescales, the review stage, and the independent stage (ISCAS if you subscribe, or the hospital's process if the complaint is about care in the hospital)
- Time
- 2 hours
- Typical cost
- Free, or use a policy template service
- Who does it
- Practice manager, approved by consultant
Done when: Policy is on the website, at reception and in patient information
This problem is Solvable.
Copy this letter
Complaint acknowledgement and response letters
Free to copy, adapt and use. No sign-up.
Acknowledgement letter
Dear [patient name],
Thank you for contacting us on [date] about [brief summary in the patient's own terms].
I am sorry you have had cause to complain. I will be looking into this personally, with [consultant name].
We will review your records and speak to the people involved. I will send you a full written reply by [date, 20 working days from receipt]. If we need longer, I will write to explain why and give you a new date.
If it would help to talk this through, please call me on [number].
Yours sincerely, [Name], Practice Manager On behalf of [consultant name]
---
Final response letter
Dear [patient name],
Thank you for your patience while we looked into your complaint of [date].
What you raised: [list each point].
What we did: [records reviewed, people spoken to].
What we found: [for each point, plainly].
[Where something went wrong:] I am sorry that [specific thing]. This should not have happened.
What we are changing: [specific change and date].
If you are not satisfied: you can ask for a review by [name and role, not previously involved] within six months of this letter. If you remain unhappy after that, [you can refer your complaint to ISCAS, the Independent Sector Complaints Adjudication Service, at iscas.org.uk / the hospital's complaints process applies, contact details].
Yours sincerely, [Consultant name] and [Practice manager name]
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Complaints log columns
Date received | Patient ref | Category (admin, fees, clinical, hospital) | Lead | Indemnity notified (Y/N, date) | Acknowledged (date) | Response sent (date) | Outcome | Change made
Avoid these
Common mistakes
- Replying defensively before the facts are gathered.
- Letting the consultant reply in anger the same evening.
- Not telling the indemnifier about a clinical complaint until a solicitor's letter arrives.
- Forgetting to include the escalation route in the final letter.
- Handling it by phone and never writing anything down.
Free personal check
Done by Paul Robinson, not software
I'll read your complaints policy and show what is missing against the usual three stages
What I need from you
- Your complaints policy
- Your acknowledgement letter template, if you have one
- Whether you or your hospital subscribe to ISCAS
What you get
- Gaps against the three-stage process
- Timescales to add or tighten
- The three changes that matter most
Within 2 working days
No sign-in, no sales call. I read every request myself and reply on WhatsApp.
Free tools
Check where you stand
Benchmarks
3 and 20 working days
ISCAS stage 1: written acknowledgement within 3 working days and a full response within 20 working days, with updates every 20 working days if delayed
Source: ISCAS Patients' Guide
20 working days
Time for a full written response at the internal review stage (stage 2) under the ISCAS process
Source: ISCAS complaints process
3 working days
Time for ISCAS to acknowledge a complaint referred for independent adjudication
Source: ISCAS complaints process
3 to 6 months
ISCAS's aim for completing an independent adjudication
Source: ISCAS complaints process
Paul Robinson
14 years in UK private healthcare
I solve this one for practice managers
Want a hand? I'll look at your situation and tell you the three things I'd tackle first.
A few quick questions, about two minutes. I read every one myself and usually reply the same day.
No sales call unless you ask for one. Just a straight answer from me.
I reply personally, usually the same day.
Questions
Frequently asked questions
Should I apologise if we did nothing wrong?
You can say you are sorry the patient had a poor experience without admitting fault. Where something did go wrong, say so plainly.
When must the consultant's indemnifier be told?
Before replying to anything about clinical care, treatment outcomes or a possible claim. Most indemnifiers prefer to hear early.
Do we have to use ISCAS?
Only if your practice or the hospital subscribes. If not, your final stage should name the independent route that applies.
The complaint is about the hospital, not us.
Pass it to the hospital's complaints lead with the patient's consent, tell the patient you have done so, and agree who replies.
Can we reply by email?
Yes, if that is how the patient contacted you. Keep it in the same structure as a letter and save a copy.
What if a complaint appears as an online review?
Reply briefly and politely, never confirm they are a patient or discuss their care, and invite them to contact you directly.
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