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Terms of use

These terms & conditions govern the use of this website.

They incorporate by reference our privacy policy, which sets out what personal and other information we collect about you and your usage of our website and how we will treat that information. You can access our privacy policy by clicking here.

By using our website, you accept these terms and conditions and our privacy policy in full.

(1) Information about us

We, Healthcare at Home Ltd, operate our website and control how all information obtained from it is used and processed.

We are a private limited company registered in England & Wales under registration number 02759609.

Our registered address is:

Healthcare at Home Ltd

107 Station Street,
Burton upon Trent,
Staffordshire,
DE14 1SZ, UK

You can contact us by email. Please click here to access our contacts page.

Our VAT number is 873342418.

(2) Licence to use our website

Unless otherwise stated, we and/or our licensors own the intellectual property rights in the website and all material on the website. Subject to the licence below, all these intellectual property rights are reserved.

You may view, download for caching purposes only, and print pages from the website for your own personal use or own internal business purposes, subject to the restrictions set out below and elsewhere in these terms and conditions.

You must not:

(a) republish or redistribute material from this website (including republication on another website) except for content specifically and expressly made available for redistribution;

(b) sell, rent or sub-license material from the website;

(c) reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose, save your own internal business purposes; or

(d) edit or otherwise modify any material on the website.

Where content is specifically made available for redistribution, it may only be redistributed within your organisation.

You must not remove any indications of ownership from any copies, screenshots or downloads that came from our website under any circumstances. Where no such indications exist, our status (and that of any identified contributors and/or licensors) as the authors of material on our website must always be acknowledged.

(3) Links to and from other websites and use of other's brands

You may create links to the homepage of our website, but no other page, provided in doing so, you comply with all the other provisions of this paragraph. You must do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists, or which implies that any of the content of our website is your own or licensed to you, or which otherwise amounts to framing. You must not establish a link from any website that is not owned by you.

We reserve the right to withdraw linking permission without notice.

Our website contains links to websites operated by other persons. These links are provided for your convenience only. Other sites are not under our control and we are not responsible for their contents. The existence of links from our website to other sites is not an endorsement by us of the other websites or the products, services or information they contain. Any queries about other sites should be directed to their operators. If you decide to access other websites using the links we provide, you do so entirely at your own risk. If you download or otherwise access information, documents or other files or media from such other websites, you do so subject to the terms and conditions imposed by the persons who own or operate those websites.

"Healthcare at Home" and our "H+" logo are trademarks of ours. Except where permitted by applicable law, these terms, or otherwise set out in our website, you may not use such trademarks under any circumstances without our prior written consent.

In addition, our website may include from time to time the names, logos, trademarks and/or other intellectual property of one or more third parties (for example, YouTube and its associated logo), which we use under licence in each case. Except as permitted by applicable law or these terms of use, you may not reproduce or use such names, logos, trademarks or other intellectual property for any purpose without the prior written permission of the relevant third party or parties.

(4) Acceptable use

You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.

You must not conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent.

You must not use our website to transmit or send unsolicited commercial communications.

You must not use our website for any purposes related to marketing without our express written consent.

(5) Restricted access

We reserve the right to restrict access to other areas of our website, or indeed our whole website, at our discretion.

If we provide you with a user ID and password to enable you to access restricted areas of our website or other content or services, you must ensure that that user ID and password is kept confidential.

We may disable any user ID and password we provide to you at our sole discretion without notice.

(6) Limited warranties

The information contained in our site has been published in good faith and with the aim of ensuring its accuracy, but in certain cases it may be incomplete, out of date or incorrect as at the time you view them and should be treated as being indicative only. If we become aware of any material inaccuracies in the information in our site, we will use reasonable efforts to correct the same.

To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).

(7) Limitations of liability

Nothing in these terms and conditions (or elsewhere on our website) will exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.

Subject to this, our liability to you in relation to the use of our website or under or in connection with these terms and conditions, whether in contract, tort (including negligence) or otherwise, will be limited as follows:

(a) we will not be liable for any consequential, indirect or special loss or damage;

(b) we will not be liable for any loss of profit, income, revenue, anticipated savings, contracts, business, goodwill, reputation, data, or information;

(d) we will not be liable for any loss or damage arising out of any event or events beyond our reasonable control;

(e) our maximum liability in relation to any event or series of related events will be limited to £100.00.

(8) Indemnity

You hereby indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including without limitation legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these terms and conditions, or arising out of any claim that you have breached any provision of these terms and conditions.

(9) Breaches of these terms and conditions

Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court proceedings against you.

(10) Variation

We may revise these terms and conditions from time-to-time. Revised terms and conditions will apply to the use of our website from the date of the publication of the revised terms and conditions on our website. Please check this page regularly to ensure you are familiar with the current version.

(11) Assignment

We may transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions without notifying you or obtaining your consent.

You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms and conditions.

(12) Severability

If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

(13) Exclusion of third party rights

These terms and conditions are for the benefit of you and us, and are not intended to benefit any third party or be enforceable by any third party. The exercise of our and your rights in relation to these terms and conditions is not subject to the consent of any third party.

(14) Entire agreement

These terms and conditions, together with our privacy policy, set out the entire agreement between you and us in relation to your use of our website. If you have entered into an agreement with us regarding your use of our website at an earlier date, that older agreement is replaced by this one, and no longer has any legal effect.

In entering into these terms and conditions and our privacy policy with us, you agree that you have not relied, and are not now relying on any statement that we may have made to you that is not set out in writing in these terms and conditions or in our privacy policy, including any representation or warranty.

(15) Law and jurisdiction

These terms are governed by English law. Except as otherwise set out in this paragraph, any disputes related to these terms shall only be resolved in the English courts. You are taken to waive any objection to such jurisdiction or venue. We may bring court proceedings for an injunction or any similar relief in the courts of any jurisdiction to restrain or prevent any breach of these terms by you.

These terms and conditions are based on a version provided courtesy of Website Contracts and Website Law

Privacy policy

This policy sets out the personal and other information we, Healthcare at Home Ltd, collect about you and your usage of our website, when you visit our website, and how we will treat that information, including that it may be processed in the United States.

If you do not wish us to use your personal and such other information in the manner set out in this policy, please do not use our website.

This policy forms part of our Terms and Conditions, which can be accessed by clicking here.

Download our Privacy Policy here: Privacy Policy.

Download our Live Chat Helper Privacy Notice.

Introduction

Healthcare at Home needs to collect and process personal information in order to deliver services such as dispensing medicines and ancillary items to our patients. We also deliver patient support programmes and adherence and persistence programmes to help our patients get the best from their medicine. We run joint programme services with our patient’s referring centre and the Pharmaceutical organisations who produce medicines as part of our pharmacovigilance obligations.

In all our operations we put you and any connected recipients at the heart of our decision making when we process your personal information. We are committed to being transparent with you about our use of your personal information. Data usage, sharing, protection and your rights can be complicated, and Healthcare at Home have created this Privacy Notice in a manner we feel is easy to read and understand. However, if you have any questions we are here to help.

The Privacy Notice below provides you with the information relevant to you. If you would like a printed copy, and / or you would like this in your preferred language, brail or audio please contact our Information Governance and Security team at DPO@hah.co.uk or by contacting our free phone number on 0800 917 4980.

Healthcare at Home Patient Privacy Notice

About Healthcare at Home

We, Healthcare at Home are a leading full service clinical provider of healthcare out of hospital. We provide a patient focused service delivered wherever you are, at home, at work or in your community.

We are a registered data controller operating in England, Wales, Scotland and Northern Ireland. Our registration number is Z6896758. We operate as a joint data controller with your referring establishment (e.g. hospital, GP) and an independent data controller with our Pharmaceutical customers (i.e. companies who supply the medicine). We have policies and procedures in place for data management, sharing, retention and security and all staff and contractors undertake annual data protection and cyber security training.

We make changes to the Privacy Notice from time to time. Any changes we may make will be posted on this page so please check back frequently.

Our Promise

We will always keep your data safe and secure and only use it for the purposes it was obtained. We will ensure we record the lawful grounds for the use of your data and keep you informed of any changes. Where we need to seek your consent, we will do so. In this Privacy Notice we have detailed our lawful grounds, however these are continually under review and we carry out data protection impact assessments when we are considering changing the use of your personal information where we identify a potential impact. In carrying out this assessment we will always ensure you are at the heart of our decision making when using your personal information.

This Privacy Notice explains to you as the patient or connected recipient to the patient of Healthcare at Home, how we use your personal information we collect about you. It also details your individual rights in relation to that information.

Definition of Personal Identifiable Information (PII) / Personal Data

“Personal information” refers to an identified or identifiable individual (‘Data Subject’) who can be identified directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an on-line identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of the individual. Where we refer to “we”, “us” or “our” in this Privacy Notice it refers to Healthcare at Home.

(1) Where we get your information from

We receive your information from many sources to deliver our services to you and we collect and process information about you from these sources. We maintain an extensive list of sources but for ease we have branched them into specific categories:

  • From You - when you complete our forms, contact us, when we visit you as part of patient support and nurse programme, during our delivery process of your medicine, online, etc.

  • Referring Establishment / Centre - Hospital, Private Medical Consultants, GPs, others involved in your care.

  • Legal - Solicitors, Legal Representatives acting on your behalf

  • Clinicians - when they visit you via our solo protect device, confirming the name and address if the individual the Nurse is visiting. Via our clinician evaluation forms.

  • Laboratories - as part of any medical blood testing results.

  • Visiting our on-line website and systems - technical identification information, enquiry form you may complete on line, cookies we may attach to your computer to improve your experience on our website and keep a history of areas most visited on our website.

  • Research and Survey companies - when we supply limited information e.g. name and contact details to carry out these activities on our behalf.

  • Other People - “recipient” you have authorised to act on your behalf or receive medicine when we carry out our deliveries.

  • Social Care and Safeguarding agencies - to enable us and them carry out our legal obligations for patient safety and care.

  • Third Parties - Advertising networks, analytics providers, persistence and adherence management providers.

  • Parent, Guardian or Responsible Person - assigned and recorded to act on behalf of a paediatric patient (infant, children and adolescents).

If you provide personal information to us about any person other than yourself, you must ensure they are made aware of this Privacy Notice as this is your obligation. It will be your responsibility to ensure they have agreed with you to supply their information. Please keep us informed of any changes to keep your record up to date.

When we register a paediatric patient at Healthcare at Home we will need proof that the appointed person acting for the patient has the legal duty to act on their behalf (e.g. proof they are the parent and approved by the referring establishment).

(2) Keeping your data

In all our operations we will:

  • Keep your information confidential

  • Only share your information with authorised and vetted third parties, agencies or people

  • Use it lawfully, fairly and in a transparent way

  • Keep your personal information for as long as necessary for the purposes we have told you about

  • Protect your data and keep it secure

  • Have contractual obligations for data management and protection when outsourcing functions to third parties to process your personal information on our behalf

  • Carry out security and cyber security checks

(3) Your rights

This can be a confusing area to understand but the basis Healthcare at Home work on is that we need to record the lawful grounds under the applicable data protection laws that we use your personal information. Each of these conditions are below and they may change depending on the purpose for which we will use or share your information. You can always contact us if you are unsure.

There are two types of data - Personal and Special Category and we shall now supply a brief set of examples of each and the lawful grounds we rely on to use the personal data:

Personal Name, Address
Contact Details
Gender
Date of Birth
NHS Number
HaH Number
Photograph
CCTV image
Payment/Banking Information

Special Category
Racial or Ethnic Origin
Genetic Data
Biometric Data
Health Data
Sex Life or Sexual orientation

Purpose Personal Information Used Lawful Basis
Identifiable Data: For Homecare service provision, onboarding and operational contact to deliver patient led services Personal Data:
  • Name, contact details and address
  • NHS number, HaH number, IP address
  • Date of Birth
  • Gender
This is necessary to enable us to comply with legal obligations
Special Category Data:
  • Medical Indication
This is necessary for the provision of health care or treatment
Identifiable Data: For Homecare Service Pharmacy Provision Personal Data:
  • Name and Address
  • NHS Number and HaH number
  • Date of Birth
This is necessary to enable us to comply with legal obligations
Special Category Data:
  • Medication name, dosage and frequency
This is necessary for the provision of health care or treatment
Identifiable Data: For Homecare Service Pharmacovigilance, Referring Establishment or Internal performance, statistical reporting.
Pharmacovigilance PII, (patient safety)
Personal Data:
  • Initials
  • Contact details (address, email, contact number)
  • HaH reference number
  • Date of Birth
  • Gender
Data controller legitimate operational interests
This is necessary to enable us to comply with legal obligations
Special Category Data:
  • Ethnicity
  • Health information including Clinical Evaluation information, pregnancy information, medication, medical history, known allergies
This is necessary for the provision of health care / treatment and / or for patient safety
Pseudonymised Data: For statistical and monitoring reports, performance and sales reports Personal Data (HaH reference, scrambled ID):
  • Name, initials, contact details
  • Age / Date of Birth
  • Gender
  • Medical record number
Required for the performance of a contract
Special Category Data:
  • Ethnicity
  • Weight, height, medical history and indication
Required for historical research purposes or statistical purposes
Identifiable / Pseudonymised Data Limited personal and special category data for scientific, service provision, disease management / care, historical research Required for scientific or historical research
Identifiable Data: All personal and special category data for checking quality of care, (Clinical Audit) Preventative, medicine provision of health and social care or treatment, management of healthcare systems and services

(4) We use your personal information to set up and deliver services to you. We may use it to:

  • create and maintain a record of your care and treatment and to communicate with your hospital and doctors
  • create and manage your prescription records
  • contact you to arrange your delivery
  • allow us to dispense and deliver the correct medication to you
  • facilitate a nurse or healthcare professional to visit you (if necessary)
  • answer any questions or concerns you may have and provide customer support
  • provide pharmacy services to you and give you information about your medication
  • ensure that we charge the NHS or other bill payer the correct amount for our services delivered to you
  • provide regular reminders in accordance with your service, e.g. for deliveries, nurse visits or medication
  • provide advice to help you to get the best from your treatment and understand your level of engagement with your treatment through statistical and monitoring information
  • provide remote care, using technology platforms and assessments, as required for your service
  • enhance staff safety, we utilise secure audio recording devices that may be activated in emergency situations
  • capture CCTV images for training purposes and for the prevention and detection of crime
  • where your care is funded, to communicate with private medical insurance companies

We may also use your information for service improvement purposes such as:

  • To train our staff in the delivery of clinical care services
  • To manage and resolve any issues you may have – missed or late deliveries, complaints, incidents
  • To record and manage (where appropriate) any adverse events or side effects relating to your medication that you tell us about
  • To capture information regarding an incident to ensure the safety of our employees
  • To escalate concerns regarding you and your care to ensure you are safe
  • To enable us to register and investigate incidents and complaints
  • To enable the storage, archive and disposal of paper documentation
  • To help us to improve the quality of our services based on your feedback
  • To conduct patient engagement surveys and see how well we are doing. These surveys could be generated by Healthcare at Home, NHS Trusts or Pharma companies all of which are third parties we use to deliver our services to you. We may carry out the surveys by email or by phone and may send you a text message to direct you to the survey link.
  • To keep an audit trail for the services we provide, e.g. recording of calls, system logs

We may also use your personal information by removing all identifiers to create an anonymised record (i.e. you cannot be identified) and/or by using limited identifiers to create a pseudonymised record (i.e. includes some information but it cannot be used to identify you without another piece of information that we hold securely). We may use this for our internal and external reporting to our referring establishments or pharmaceutical providers

The National Data Opt-Out

The National Data Opt-Out is an NHS service that allows patients to opt-out of their confidential patient information being used for research and planning. We confirm that we do not currently process your confidential patient information for purposes beyond your individual care (e.g. research and planning). Furthermore, we confirm that we comply with the requirements of this standard by having in place procedures to ensure that any future processing always takes this into account. To find out more you can visit www.nhs.uk/your-nhs-data-matters .

(5) Who will we share your information with

We want to maintain your trust, and protect your personal information and when we share your personal information we are doing so because it is essential to enable Healthcare at Home to provide our services to you. As set out in this statement we have detailed the sources from which we may receive information about you but we also share your personal information with the same sources. Examples of who we may also share your information with are listed in section 1 above, but we also share from time to time your personal information with:

  • Companies in the Healthcare at Home Group - who carry out functions on our behalf.
  • Delivery Agents - Companies/organisations that deliver your medication and any devices or ancillaries
  • Professional service providers – our IT providers and website hosts who help us run our business
  • Regulators – Care Quality Commission, Information Commissioner’s Office, Medicines and Healthcare Products Regulatory Agency
  • Insurance Companies – for the purposes of defending or instigating a claim
  • Private Medical Insurance – if they fund your care
  • Law Enforcement Agencies – for the purposes of prevention and detection of crime or fraud
  • Auditors – External or internal as part of our performance reporting or compliance with legal / regulatory obligations

(6) Retention of your personal information

We’ll only hold on to your information for as long as is needed to be able to provide services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis. If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep or hold of some of your information as required, even after it is no longer needed to provide the services to you for historical or research purposes. Our records retention schedule will be kept in line with the law and national guidance. Information on how long records are kept can be found at: NHS Digital – click here

(7) Your rights

You can activate these rights by telephone or in writing using our enquiry form on our website but we would recommend that you use these contact details:

DPO@hah.co.uk or by contacting our free phone number on 0800 917 4980.

The data protection law means you and any person where you have provided Healthcare at Home their personal information have rights including:

Your right of access - You have the right to ask us for copies of your personal information. We will have one month to three months depending on the case to supply you with a copy of the information you are entitled to under the law. Please note, there are exemptions in the law which Healthcare at Home will abide by which may mean you will not be entitled to receive all the information we hold. We will explain this when we respond with a copy of your data. If you have provided us with information about another person “recipient” they will need to make their own request and we shall only provide them with their information.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances, including automated processing and profiling and where automated processing operations are taking place for human intervention.

Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances where it is technically feasible. This is not an absolute right and may not be possible in all occasions. For example, the right shall not apply where processing is necessary for the performance of a task carried out in the public intertest or in the exercise of official authority vested in the controller.

Your right to complain to the data protection regulator – It is important to Healthcare at Home that any person interacting with us has a right to raise a complaint regarding how we process their data. We have a data protection policy and in receiving a complaint about data protection our patient advocacy team, patient contact centre, care bureau and clinicians will refer all data protection complaints to the Information Governance and Security team who will investigate and respond within 21 working days. However you have a right to raise a complaint with the Information Commissioners Office: Click here or Click Here . The ICO normally ask you to raise your concerns firstly with the Data Controller, but it is important you know you can go directly to the Regulator in the first instance.

You are not required to pay any charge for exercising your rights.

(8) Changes to how we protect your privacy

We may change this page from time to time to reflect how we are processing your data.

If we make significant changes, we will make that clear on the Healthcare at Home website or by some other means of contact such as email, so that you are able to review the changes.

(9) How to contact us

If you want to exercise your rights, have a complaint or just have questions, please contact us by writing to The Head of Information Governance and Security at Healthcare at Home, 107 Station Street, Burton-on-Trent DE14 1SZ or by emailing on DPO@hah.co.uk or by telephone 0800 917 4980 . Our Data Protection Officer is the Head of Information Governance and Security – Paula Tighe.

Our Data Protection Officer is the Head of Information Governance and Security – Paula Tighe.

Please use 0333 103 9499 if you want to contact us about your delivery or nurse visit.

Patient Consultation Room

(1) How we may use your personal information in the patient consultation room, (PCR)

To enable our clinicians to continue to support patients during the COVID-19 pandemic, we are offering this Patient Consultation Room Service, (PCR). This is a restricted service and shall only be offered in certain circumstances during this pandemic. It will be kept under review.


This means that we can get you on treatment much quicker whilst offering you the same level of high-quality care and support from our clinicians, without the need to travel to your home. It also allows us to safeguard you and our clinicians during the current climate. We will provide you with a secure method to join your Patient Consultation Room appointment with a HaH Clinician via online video link. This is provided by Modality Systems. Modality Systems act as a “Data Processor” for HaH. They are accredited to the same high data standards of the NHS.


Data Protection

(1) Data protection disclaimer

We will not sell or share your private information with third parties unless we are required by law to do so.

(2) What we collect

We collect, store and use the following kinds of information relating to you and your use of our website:

(3) How we collect such information

We may collect the following information via this form: name, email address, contact number, post code and relevant message. This information is collected to allow us to contact and help you with your initial enquiry.

(4) What we do with the imformation we collect

  • Your submission will be stored on our website Admin area, which is only accessible by authorised personnel, and a copy of it will be sent to a member of relevant department mailbox so it can be dealt with properly and in a timely manner.
  • We may use the information to improve our products and services.
  • After the initial contact is made, all your relevant information submitted via this form will be deleted unless you let us know, in writing, that you would like us to keep it for future project opportunities.

Complaints Policy - Patients

We always want to provide an efficient and reliable service for all our patients, their care is of our upmost concern; however, we understand that we do not always get things right.

If you feel we have not provided the level of service you would rightly expect, then our door is always open, and we would like to hear from you.

We value your feedback as it allows us to improve the HaH experience for yourself, and other patients.

How do I raise a complaint?

If you wish to raise a complaint about any aspect of the service that you have received from HaH, you can do so using the following channels.

Give us a call:

You can call our main switchboard on 0333 103 9499 between the hours of:

08:00 and 20:00 – Monday to Friday

08:00 and 16:30 – Saturday and Sunday

Send an e-mail:

You can e-mail our Patient Advocacy and Support Team directly on the following e-mail address:

patientadvocacy@hah.co.uk

Please provide us with your name, any account information you may have to hand, and details of your complaint.

Send a letter:

Alternatively, you can send a letter to the following address:

FAO of the Patient Advocacy and Support Team
107 Station Street
Burton on Trent
Staffordshire
DE14 1SZ

Please provide us with your name, any account information you may have to hand, and details of your complaint.

What happens next?

Within 2 working days of your complaint being raised, we will send you an acknowledgement letter that lets you know your complaint has been escalated and is being investigated.

Our dedicated team of Patient Advocacy and Support Officers will review your complaint, complete a thorough investigation of any problems that you have experienced, and issue you with a full response via letter within 20 working days.

If for any reason we cannot issue a response within 20 working days, we will contact you to let you know and confirm when you can expect to receive a response by.

What if I am not satisfied with my response?

If you are not satisfied with the response you have received, please let us know.

If you still feel that your response received from HaH is unsatisfactory and you wish to escalate your concerns to an external regulatory body, you can do so using the following regional contact details

England and Wales

Regulator: Health Service Ombudsman

Website: www.ombudsman.org.uk

Telephone: 0345 015 4033

Scotland

Regulator: Care Inspectorate

Website: www.careinspectorate.com

Head Quarters Address:

Compass House
11 Riverside Drive
Dundee
DD1 4NY

Local Office Address:

Princes Gate
Castle Street
Hamilton
ML3 6BU

OR

Regulator: Scottish Public Services Ombudsman (SPSO)

Website: https://www.spso.org.uk/

Telephone: 0800 377 7330

Address:

Freepost SPSO (this is all you need to write on the envelope, no stamp required)

Northern Ireland

Regulator: Regulation and Quality Improvement Authority

Website: www.rqia.org.uk

Telephone: 028 9051 75000

OR

Regulator: Northern Ireland Ombudsman

Website: www.ni-ombudsman.org.uk

Telephone: 0800 343 424

Complaints Policy - NHS or Private Provider

We always want to provide an efficient and reliable service for all our patients and customers, patients care is of our upmost concern; however, we understand that we do not always get things right.

If you feel we have not provided the level of service you would rightly expect for one of your patients or have an incident to report to us, then our door is always open, and we would like to hear from you.

We value your feedback as it allows us to improve the HaH experience for yourself, and patients.

How do I raise an incident?

If you wish to raise an incident about any aspect of our service, you can do so using the following channels.

Give us a call:

You can call our Service Delivery Team on 01283 506566 between the hours of, 08:30 and 17:00 Monday to Friday.

Send an e-mail:

You can e-mail a completed “Healthcare at Home Incident Report Form” (located below) to either our Service Delivery or Patient Advocacy and Support Team directly on the following e-mail addresses:

hah.servicedeliveryteam@nhs.net - If trust response required only

hah.hospital.complaint@nhs.net - If patient and trust response required only

Heathcare at Home Incident Report Form

What happens next?

Service Delivery Team – Trust response required only

Our dedicated team of Service Delivery Leads will review your incident/report and complete an investigation and provide you with a response via the “Healthcare at Home Incident Report Form” within three working days.

Patient Advocacy and Support Team – Patient and trust response required

Within two working days of your complaint being raised, we will send you an acknowledgement email, alongside a copy of the patient’s acknowledgement letter, that lets you know your complaint has been escalated and is being investigated.

Our dedicated team of Patient Advocacy and Support Officers, will review the concerns raised, complete a thorough investigation and provide you with a full response via the “Healthcare at Home Incident Report Form” and a copy of the patient’s response letter within twenty working days.

If for any reason we cannot issue a response within twenty working days, we will contact you to let you know, and provide an updated response timescale.

To Get in Touch

Give us a call on: 0333 103 9499

(Monday to Friday 8am to 8pm)

(Weekends & Bank Holidays 8am to 4:30pm)

Chat With Us:

Monday to Friday 8am to 8pm

Weekends & Bank Holidays 8am to 4:30pm

Email us at:

For general enquiries, email hahenquiries@hah.co.uk

Private Consultant Helpline

01283 501359

When the pharmacy is closed, if you urgently need medical help or advice, but it’s not a life-threatening situation, contact NHS 111, by calling 111. Information can also be accessed at www.nhs.uk

Send an enquiry

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