Making a complaint about private hospital treatment

The independent acute healthcare sector prides itself on providing patients with some of the best available healthcare. However, there may be times when expectations are not met. If you are not satisﬁed with the service you, or a close relative or friend has received in a private hospital/clinic /treatment centre which is a member of the Independent Healthcare Forum (IHF), it is your right to have your concerns investigated and to be given a full and prompt reply.

The IHF Code of Practice for Handling Patients’ Complaints has been introduced to provide a structure within which private healthcare Providers may address patient complaints against Providers, and /or clinicians practising within the Provider organisation. If you are thinking of making a complaint about your care, the guide tells you about the procedure and gives you advice about how to get the most out of the Code to achieve a satisfactory response.

The code is supported by the Patients Association which believes that it will be helpful to patients in understanding the complexities of making a complaint and raising their concerns.

The full guide can be downloaded below. There is also a complaints guide for children. "Mumbles and Grumbles", which has been published by the Independent Healthcare Forum.

What services are covered by the IHF complaints code?

The IHF complaints code covers the following:

IHF member acute healthcare Providers
Clinicians and other independent practitioners who practice at any of these Providers facilities, in relation to treatment provided there.

The code does not currently cover:

Independent practitioners in private practice (for example,general practitioners or dentists)
Services provided in consulting rooms located outside a Provider’s premises