At IIS Health and The Cheshire Hand Clinic, we are committed to providing safe, compassionate and high-quality care. We welcome feedback from patients, relatives and carers because it helps us understand what we are doing well and where we can improve. If something has gone wrong or you are unhappy with any aspect of our care or service, please tell us. Raising a concern or making a complaint will not adversely affect your care or treatment.
Some concerns can be resolved quickly by speaking to a member of our team. You can raise a concern in person at the hospital, by telephone on 0333 240 8090, or by email at hello@iishealth.com.
We will listen carefully, explain what has happened where possible and try to resolve the matter promptly. If your concern cannot be resolved informally, or if you would prefer to make a formal complaint, you can use the process below.
Formal complaints should normally be made in writing to our Hospital Manager and Complaints Lead:
Fozia Younis
Hospital Manager and Complaints Lead
Email: fozia.younis@iishealth.com
By post:
The Cheshire Hand Clinic
Unit 6 Olympic Way
Birchwood
Warrington
WA2 0YL
If you are unable to submit your complaint in writing, please telephone us on 0333 240 8090. We will provide reasonable support to help you record and submit your complaint. Information can also be provided in an accessible format or another language where reasonably required.
Please provide as much relevant information as possible, including:
If you are making a complaint on behalf of another adult, we will normally require their written consent before sharing confidential information with you. Complaints should preferably be submitted within six months of the event concerned, or within six months of becoming aware of the matter. We may consider complaints submitted later where there is a good reason for the delay and it remains possible to conduct a fair and effective investigation.
We will acknowledge your complaint within three working days.
Your complaint will ordinarily be investigated by the Hospital Manager and Complaints Lead. If the complaint concerns the Hospital Manager, responsibility will be transferred to an appropriate senior person who was not involved in the matters complained about.
The investigation may include reviewing relevant records, speaking with members of staff and contacting you to clarify your concerns or the outcome you are seeking.
We aim to provide a full written response within 20 working days. The response will explain:
Some investigations may take longer because of their complexity or the availability of the people involved. If we cannot provide a complete response within 20 working days, we will explain the reason for the delay and provide an update. Further updates will be provided at least every 20 working days until the investigation is complete.
If you remain dissatisfied with the Stage 1 response, you may request a Stage 2 review. Your request should be made in writing within six months of receiving the final Stage 1 response and should explain which matters remain unresolved.
The review will be conducted by a senior person who was not involved in the original complaint, its investigation or the day-to-day operation of the service concerned.
We aim to provide a full written Stage 2 response within 20 working days. Where more time is required, we will explain the reason and keep you updated. We will aim to complete the Stage 2 process within three months.
IIS Health is a subscriber to the Independent Sector Complaints Adjudication Service, known as ISCAS.
If you remain dissatisfied after completing Stages 1 and 2, and your complaint is eligible under the ISCAS Complaints Code, you may request independent external adjudication. A Stage 3 referral should normally be made within six months of receiving the final Stage 2 response.
Information about independent adjudication and how to apply is available from:
Independent Sector Complaints Adjudication Service (ISCAS)
Email: info@iscas.org.uk
Telephone: 020 7536 6091
Website: https://iscas.cedr.com/
Contact page: https://iscas.cedr.com/contact/
ISCAS will normally only consider a complaint after Stages 1 and 2 of our internal complaints procedure have been completed. There is no charge to the person making the complaint for the ISCAS complaints process.
IIS Health Ltd is registered with and regulated by the Care Quality Commission, known as the CQC.
The CQC welcomes information about people’s experiences of regulated healthcare services and may use that information as part of its regulatory work. However, the CQC does not normally investigate or resolve individual complaints on a patient’s behalf.
You can share an experience or concern with the CQC using the following details:
Give feedback on care: https://www.cqc.org.uk/give-feedback-on-care
Email: enquiries@cqc.org.uk
Telephone: 03000 616161
Complaints will be handled respectfully and as confidentially as possible. Information will only be shared with people who need it to investigate and respond to the complaint, or where disclosure is otherwise required by law.
Making a complaint will not affect your current or future care. We will consider every complaint fairly and use relevant learning to improve our services.
