Clinical Complaints Procedure
Health and Hearing Clinic Ltd strives to deliver exceptional medical care across London. If you are dissatisfied with any aspect of your home audiology consultation, we operate a formal clinical dispute resolution process adhering to HCPC guidelines.
1. Initial Local Resolution
In the first instance, we encourage you to discuss your concerns directly with your visiting clinician or contact our Clinical Director, Hirak Ghosh, by telephone on 020 8000 0000 or via email at care@healthandhearingclinic.co.uk. Most concerns can be resolved rapidly and amicably through direct clinical review.
2. Formal Written Investigation
If your complaint requires formal investigation, please submit written details to our practice address or email. We will acknowledge receipt of your complaint within 3 working days and conduct a thorough review of clinical notes and otoscopic video records, providing a full written response within 20 working days.
3. Independent Statutory Review
As HCPC Registered Hearing Aid Dispensers and RCCP Clinical Physiologists, our practice is bound by statutory professional standards. If you remain dissatisfied following our internal investigation, you have the legal right to refer your complaint to independent professional regulatory bodies:
- Health and Care Professions Council (HCPC): www.hcpc-uk.org
- Registration Council for Clinical Physiologists (RCCP): www.rccp.co.uk
- British Society of Hearing Aid Audiologists (BSHAA): Customer Care Scheme