We want to hear from you — good or bad
Whether you want to praise a member of our team, raise something that troubled you, or make a formal complaint, we would genuinely like to know. Feedback is how we improve, and we treat every concern seriously.
How would you like to contact us?
General Feedback
Thoughts on your experience, our website, or how we could do things better. Email us at admin@serenehealthpartners.com.
Compliments
If a clinician or team member made a difference to you, please tell us. We pass every compliment on to the person concerned — it matters more than you might think.
Concerns
Something that did not feel right, but which you would rather resolve informally. Raising it early often means we can put it right quickly.
Formal Complaints
If you want your concern investigated formally and answered in writing, please follow the complaints process set out below.
What happens when you complain
Your complaint will be looked into by our management team and discussed accordingly. Making a complaint will never affect the care you receive from us.
You Tell Us
Email admin@serenehealthpartners.com or write to us at the address below. Please include what happened, when, who was involved, and what outcome you are hoping for.
We Acknowledge
We will confirm we have received your complaint within three working days, and tell you who is handling it.
We Investigate
Our management team reviews the records, speaks to the clinicians and staff involved, and establishes what happened.
We Respond
You receive a written response within 20 working days, explaining our findings, any apology owed, and what we are changing as a result. If we need longer, we will tell you why and keep you updated.
What to include
- Your full name and date of birth
- The date and, if you know it, the time of the appointment or event
- The name of the clinician or team member involved, if relevant
- A clear description of what happened and why it concerned you
- What you would like us to do to put it right
- How you would prefer us to reply — email, letter or telephone
Things worth knowing
- Please complain within 12 months of the event, or of becoming aware of it, so we can investigate properly while records and recollections are fresh
- You may ask someone to complain on your behalf — a relative, friend or advocate — but we will need your written consent before we can share any details of your care with them
- Complaining will never affect your treatment or your ability to book with us
- We keep complaint records separately from your clinical record
- We review all complaints as part of our clinical governance, so that lessons are shared across the team
Taking it further
We would always rather resolve things directly. If our response does not satisfy you, please tell us and we will review it again. If you remain unhappy, you have the following options.
Care Quality Commission (CQC)
The CQC regulates us and wants to hear about people's experiences of care. Please note the CQC cannot investigate individual complaints or award redress, but the information helps shape its regulation. 03000 616161 · cqc.org.uk
Professional Regulators
Concerns about an individual clinician's fitness to practise can be raised with their regulator — the General Medical Council (doctors) or the Health and Care Professions Council (psychologists and physiotherapists).
Information Commissioner (ICO)
If your complaint concerns how we have handled your personal data, you may complain to the ICO. 0303 123 1113 · ico.org.uk
Independent Adjudication
Independent complaint adjudication for private healthcare is available through ISCAS. Please contact us for current details of the independent review options open to you.
Contact us
Email: admin@serenehealthpartners.com
Post: Serene Health Partners Limited
Concord House, Nottingham Road, New Basford, Nottingham, NG7 7AA
Post is not regularly monitored and should not be used for anything urgent. Email is the fastest way to reach us.
Thank you for telling us
Every piece of feedback, positive or otherwise, helps us improve the care we provide.