General Queries
Please click on a question in the list to jump to the answer.
- What do I do if a patient wants to complain about the service they receive?
- Do you offer a translation facility at the patient referral centre?
- Who are InHealth?
Q. What do I do if a patient wants to complain about the service they receive?
A.
If you have a complaint about any part of the service you have received from us, you can do one of the following.
1.. Call our Customer Care Team on 0844 581 0300
2. Write to the Quality Manager, InHealth (London), Beechwood Hall, Kingsmead Road, High Wycombe, Bucks, HP11 1JL.
3. Use the NHS complaints procedure on the Department of Health’s website at:
www.dh.gov.uk/PolicyAndGuidance/OrganisationPolicy/ComplaintsPolicy/fs/en.
We welcome your comments about our service. We recognise that the way we monitor and handle complaints reflects the quality of our service and represents an opportunity for us to continuously improve.
When we are handling your complaint, we promise to:
• be accessible – you can contact us to check on the progress of your complaint;
• be impartial – we will treat every complaint fairly;
• be responsive – we will reply to you as soon as we can, and let you know if there will be a delay; and
• respect your confidentiality.
We will attempt to sort out your complaint as soon as possible after receiving it. We will usually acknowledge written complaints within 48 hours of receiving them, and send you a full reply within 20 working days of your complaint. If we cannot sort out your complaint within 20 working days, we will tell you what progress we have made and why there has been a delay. A complaints handler will deal with your complaint. If you are not satisfied with their reply, you can ask for your complaint to be referred to the Operations Director. If you have any other questions or you would like a copy of our customer complaints policy, please call our Customer Care Team on 0844 581 0300
Q. Do you offer a translation facility at the patient referral centre?
A. Yes, a specific language line has been set up at the Patient Referral Centre and will translate all communication through a third party and guide the patient through the booking process. The translator will also advise the patient to bring an English speaking adult to their appointment.
A.
InHealth is a leading provider of healthcare services. We have been operating exclusively in the UK, working predominately within the NHS, but also serving the needs of private health care providers, for over 25 years.
Our vision is to improve the health of the nation and the working lives of the professionals within it by delivering innovative, efficient and appropriate services.
We offer a complete diagnostics solution for both primary and secondary care settings. We have extensive experience of designing, building, equipping, staffing and efficiently operating facilities in support of the NHS and the wider market.
All of our divisions work with leading experts in their field, including medical and scientific advisors from the NHS. We continually invest in proven, integrated solutions that provide flexible and effective capacity where it’s needed.
Our resources are hundreds of dedicated people dedicated to delivering excellent healthcare for the benefit of the nation.
We have built a reputation for delivering market-leading services over the course of long-term relationships. Our customers look to us to provide best clinical practice, best value and best support, all embodied in our passion for the pursuit of excellence in health care.
We have over 700 contracts with NHS partners, including Strategic Health Authorities, Acute Trusts, Mental Health Trusts, Primary Care Trusts, General Practitioners and Private Providers
The London NHS Diagnostic Service is an innovative service available to GPs and other healthcare professionals across the Greater London area. InHealth is delivering this service on behalf of the NHS London, and provides you with rapid access to high quality diagnostic procedures.
You can read more about InHealth on our group website.
