Our Commitment to You

At Healixa Health, we are committed to providing a high standard of care and service to all our patients. However, we recognise that there may be times when you feel we have not met your expectations. If this happens, we welcome your feedback and will treat any complaint seriously, fairly, and confidentially.

Please note that this complaints procedure is intended to resolve issues relating to the care or service you have received. It is not designed to deal with legal claims or requests for compensation.

If you raise a complaint or concern, we promise to:
✔ Listen carefully and treat your complaint with respect and confidentiality
✔ Offer a clear explanation of what has happened
✔ Take appropriate steps to resolve the matter and improve our service where possible

How to Make a Complaint

In the first instance, we encourage you to raise any concerns informally with our admin team by email at hello@healixa-health.com or by telephone. We hope to resolve most issues quickly and informally.

If you wish to make a formal complaint, please submit it in writing as soon as possible so we can investigate thoroughly while events are still fresh. You can email your complaint to hello@healixa-health.com, addressed to the Practice Manager.

If you need assistance in submitting your complaint, our team is happy to support you.

Please include:

  • A clear summary of your concerns

  • Relevant dates and details of the incident

  • The outcome you are seeking

If you prefer, a family member, friend, or advocate may submit the complaint on your behalf. However, we will require your written consent before discussing any confidential information with a third party.

Timeframe for Complaints

We encourage complaints to be made within six months of the incident or of becoming aware of the issue. Extensions may be considered in exceptional circumstances, such as bereavement.

We will provide reasonable support if you have a disability or language barriers.

What Happens Next?

  • We will acknowledge your complaint within three working days of receiving it.

  • A member of the clinical team may contact you (or your representative) to clarify any points.

  • We aim to complete our investigation and provide a written response within 21 working days. If we require more time, we will update you on our progress.

Following our investigation, we will:
✔ Offer a sincere apology where appropriate
✔ Explain what happened and why
✔ Discuss the outcome with you, if you wish
✔ Outline any steps we will take to prevent a similar issue in future

Further Steps If Needed

We hope to resolve your concerns within our internal process. If you remain dissatisfied, the matter may be reviewed by an independent party.

You are also entitled to contact the Care Quality Commission (CQC) for further advice on 03000 616161 or visit www.cqc.org.uk. The CQC does not investigate individual complaints but ensures healthcare providers meet required standards.

Contact Details

For any queries or to submit a complaint, please contact:
Email: hello@healixa-health.com

We value your feedback and view it as an opportunity to improve our service.