Benefits of HSCAMP Membership

1. Complaint Resolution that works: Most complaints can be resolved between the clinic and the patient once there is a mediator in between. A patient does not believe a clinic that is defending itself, but they will listen to an objective reviewer who says plainly where each side has part of the argument right. Most cases settle this way, and very few have needed adjudication or the courts.
2. Medico-legal expertise on call: A Complaint Opinion reviews the patient’s letter and your response, tells you candidly what a court would make of it and proposes a settlement that reflects that. If a complaint has no merit, you get a reasoned, court standard assessment that says so, which is exactly what you need when a no win no fee solicitor writes to you.
3. An independent complaints route: Section 308 of the Digital Markets, Competition and Consumers Act 2024 requires you to tell every complainant what dispute resolution is available to them. Once HSCAMP’s CTSI accreditation is granted, HSCAMP is the route you can name in your outcome letters. Without one, your letters have to tell patients there is none.
4. Your own complaints system, private by default: Every complaint you log stays on your system. Record the patient, the treatment and the complaint, attach your records and correspondence, and work it in one time-stamped place. Nothing leaves your clinic until you press Send to HSCAMP, which hands us the whole file as a live matter.
5. A portal you can show CQC: Your certificate, complaint handling resources, the patient lifetime value calculator, every complaint referred to HSCAMP and the stage it has reached, your settlement instructions, your agreement and your invoices, all in one place you can show an inspector rather than describe to them.
6. Reputation Tracker: Weekly monitoring of what is being said about your clinic in public. Anything that needs attention is flagged to your portal, and you can ask our opinion on whether a review breaks the platform’s rules, came from someone who was never a patient, or needs a direct response.
7. HSCAMP Complaint Brain: A chat built into your portal that answers complaint handling questions on the spot: how to word the first response, what to acknowledge, when the clock started, what to do when a patient threatens a review. It is trained on how HSCAMP handles complaints, so the answer you get is the answer we would give you.
8. Transparent pricing: Bronze membership is £250 a year plus VAT and Gold is £1,050 a year plus VAT, with fixed per case fees: Complaint Opinion £195, Complaint Resolution £495 and Adjudication £1,800 plus VAT. Gold members pay lower case rates (Opinion £140, Resolution £350, Adjudication £1,300) and receive 1 Complaint Opinion and 1 Complaint Resolution free each year.

By joining HSCAMP, healthcare providers protect themselves from legal and financial risk, give their patients a fair and objective route when something goes wrong, and can show CQC a documented complaints process rather than describe one, all for a small annual fee.