Feedback

Feedback, Complaints and Compliments

The NUPAS Quality and Safety Team can help!

How to feedback to us

NUPAS welcome your feedback to help us improve and develop our services. It is key we know what we do well so we can continue to do so and what we could do better.

You can feedback in the following ways.

SMS message link (sent to you after your treatment)
Paper feedback form in clinic, please ask for this.
Email directly to us qualityteam@nupas.co.uk
Speak to a manager at the clinic at any time – if you require us to act on negative feedback this is the best way for us to address this straight away.

How to raise a complaint or log a concern

We aim to make raising a complaint or concern as easy as possible.

If you feel unhappy with any part of the care and treatment you have received this can be raised with any member of staff.

Anyone can complain about their own personal experience with a service, or the care we gave to a friend or family member.

If you are not the patient, the complaint is about we will not share confidential information with you without first getting consent from the person we treated. We will ask for signed consent to proceed with the complaint on behalf of the patient to protect their confidentiality.

You should raise a complaint within 12 months of your treatment or as soon as you become aware of an issue.

Alternatively, you can log this via the routes below.

Email
qualityteam@nupas.co.uk

Telephone
UK: 0333 004 6666,
Republic of Ireland: (01) 874 0097
Overseas: 0044 161 4872660

Post
The Head of Quality and Safety
5 Arthur Road
Edgbaston
Birmingham
B15 2UL

How is my formal complaint processed?

When we receive your complaint the below will take place.

If you are not the patient, we will seek consent from the patient to process the complaint
A Manager or Clinical Lead will contact you within 3 days.
You will receive acknowledgment of your complaint.
A Manager or Clinical Lead will investigate your complaint within 20 days.
You will receive a formal complaints outcome letter.
If you are satisfied with the response your case will be closed.

What happens if I am not satisfied with the initial response?

If you are not happy with our first response you can request escalation of your complaint to our Head of Quality and Safety.

The Manager or Clinical Lead can do this for you
You can raise this directly with the Head of Quality and Safety via qualityteam@nupas.co.uk

You can also raise this by post to:

The Chief Executive Officer
5 Arthur Road
Edgbaston
Birmingham
B15 2UL

You will be contacted by the Head of Quality and Safety who will:

Contact you by your preferred method
Offer a face-to-face conversation should you prefer this
Send a new response to your complaint

If you are still not satisfied see below.

NHS Funded Patients can refer the complaint to the Parliamentary and Health Service Ombudsmen, Making a complaint | Parliamentary and Health Service Ombudsman (PHSO) or via helpline 0345 015 4033
Private Patients can refer to the Independent Sector Complaints Adjudication Service. Email: info@icas.org.uk or telephone 020 753 66091