Hyperdive is committed to providing all of our patients with exceptional care. If you feel we have fallen short of the level of service you expect, you should let us know as soon as possible. We will do our utmost to listen to your concerns, investigate where necessary, and look to resolve any issues to your satisfaction without delay.

 

Dr Oliver Firth is a member of the Independent Doctors Federation (IDrF), and has access to their complaints resolution procedure, which is managed by the Independent Sector Complaints Adjudication Service (ISCAS). 

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Their structured, three-stage process provides clear steps to resolve complaints fairly and professionally. The three stages are:

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Stage 1:

The complaint is initially reviewed locally by the doctor or practice, and a response is provided to the patient.

 

Stage 2:

If the patient remains dissatisfied, the complaint is escalated to the IDrF's Complaint Manager, who seeks input from both parties to reach a resolution.

 

Stage 3:

If the patient is still dissatisfied, they can take the complaint to ISCAS, where it will be adjudicated by an independent body.

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More detail on the three-stage process can be viewed on the ISCAS website, here.

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What to do in the first instance:

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Please contact me to discuss your concern or complaint by using the contact form.