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 encouraging 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.

Download Pitch Card
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 encouraging 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.

Download Pitch Card

Benefits of Good Complaint Handling

Reduce Business Risk
Increased Patient Loyalty
Protect Reputation
Reduce Legal Risk
Increase Revenue

HSCAMP Membership Offering

HSCAMP membership gives your clinic direct access to specialist medico-legal expertise and a personalised complaint-handling service from around £200 a year. Our proven complaint resolution service settles patient complaints quickly and fairly, protecting your reputation and preventing premature legal action. With a free complaint CRM, reputation tracking and expert complaint opinions included, HSCAMP is the best-value complaint management membership on the market.

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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.
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Complaint Opinion

The patient’s complaint letter and your response are reviewed by our medico-legal team to assess their merits. HSCAMP outlines potential resolution scenarios, considering legal risks and mitigation strategies, helping your clinic resolve complaints while minimising the risk of escalation.
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Free Complaint CRM

Your own private complaints system, free with membership. Log the patient, treatment and complaint, attach records and correspondence, and run it in one time-stamped place. Nothing leaves your clinic until you press Send to HSCAMP, which hands us the whole file.
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Reputation Tracker

Weekly monitoring of what is being said about your clinic in public. Anything needing attention is flagged to 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 response.
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Complaint Policy Tools

Members only-access to a portal containing a variety of documents and templates including a complaint handling policy, a complaint procedure checklist, and apology templates as well as a patient lifetime value calculator to assist in assessing goodwill payments.
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Adjudication

For complaints that cannot be resolved through your in-house pathway, we offer an adjudication service. HSCAMP manages the entire process, assigning the complaint to an independent adjudicator with the background and experience to address the issues underpinning the complaint.