Clinician arranging healthcare icon blocks

Patients have more power than ever.

If patients have a favourable result, they will share their experience with friends and family, which can lead to new business. But if they have an adverse result, patients will complain, and if their complaint cannot be resolved, they have no choice but to seek redress from the Courts if there is no independent complaint adjudication service available.

HSCAMP has developed a complaint management offering for healthcare providers that provides fairness for patients while discouraging them from immediately turning to a “no win no fee” solicitor, effectively safeguarding the practice from incurring substantial costs until a determination of liability is made against the provider.

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Benefits of Good Complaint Handling

Reduce business risk icon — Reduce Business Risk

Protect reputation icon — Protect Reputation

Reduce legal risk icon — Reduce Legal Risk

Increase revenue icon — Increase Revenue

HSCAMP Membership Offering

HSCAMP membership gives your clinic direct access to specialist medico-legal expertise and a personalised complaint-handling service from £250 a year plus VAT. Our proven complaint resolution service settles patient complaints quickly and fairly, protecting your reputation and giving patients a fair, independent route before any legal action. With a free Clinic Portal, reputation tracking and expert complaint opinions included, HSCAMP is the best-value complaint management membership on the market.

Complaint Resolution

Our key service, and where HSCAMP has been most successful. We work with both the provider and the patient to reach an agreeable settlement, assessing the complaint’s merits and aiming to resolve it quickly, fairly and efficiently before it escalates any further.

Complaint Opinion

Our medico-legal team reviews the patient’s complaint letter and your response to assess their merits. We set out the likely resolution scenarios, the legal risks and how to reduce them, so your clinic can settle the complaint quickly, before it escalates any further.

Free Clinic Portal

Your own private Clinic Portal, free with membership. Log every complaint in one time stamped place and send it to HSCAMP whenever you need us. It connects to your booking system to bring patients back and to show you where your clinic is losing revenue.

Reputation Tracker

Weekly monitoring of what is being said about your clinic in public. Anything that needs attention is flagged in your portal, and you can ask our opinion on whether a review breaks the platform’s rules, came from a non-patient or needs a direct and careful reply.

Complaint Policy Tools

Members only access to a library of documents and templates, including a complaint handling policy, a complaint procedure checklist and apology templates, plus a patient lifetime value calculator to help your clinic decide on fair and sensible goodwill payments.

Adjudication

For complaints that cannot be resolved through your own in-house process, we offer adjudication. HSCAMP manages the whole process and assigns the complaint to an independent adjudicator with the background and experience to address the issues behind it.

HSCAMP AI

Free with membership, with 10 AI questions a month. HSCAMP AI reads your booking data and shows what matters each morning: who is due back, who has stopped coming and where revenue is slipping. The Complaint Brain helps your team answer every complaint quickly and the HSCAMP way.

Your Own AI Agent

Add HSCAMP Plus to bring patients back with messages sent from your own email, or HSCAMP Ultra for your own AI agent answering your phone and website chat, day and night, in your clinic’s own words. Built, set up and looked after for your clinic by HSCAMP.