HIW Complaints: Independent Healthcare in Wales

Your duty under Regulation 24

Regulation 24 of the Independent Health Care (Wales) Regulations 2011 requires every provider to:

• Have a complaints procedure.
• Fully investigate every complaint.
• Give a written copy of the procedure on request, including HIW's contact details.
• Keep a record of each complaint and send copies to HIW when asked.

What HIW will and will not do

HIW says plainly: "We cannot investigate your complaint." It uses what it hears to check compliance with the regulations and standards. A patient who is still unhappy after your process has no ombudsman to go to unless you offer an independent stage.

How HSCAMP helps Welsh clinics

HSCAMP gives your clinic a written complaints procedure that meets Regulation 24, records every complaint in the Clinic Portal, and provides independent review and adjudication when a complaint cannot be settled.

Questions