Non-NHS Services Feedback & Complaints

Houghton Close Surgery policy on Managing Complaints About Non-NHS Services

Houghton Close Surgery provides some services outside the scope of NHS provision, the following policy sets out the process for feedback and complaints. Please read the policy below and then follow the link to the form at the base of this page.

Purpose
The purpose of this policy is to clarify the practice’s approach to complaints received about services that fall outside the scope of NHS provision, including private treatments, medico-legal work, occupational health reports, and other non-NHS services.

Scope
This policy applies to all staff and patients of Houghton Close Surgery and covers all services not funded or commissioned under the NHS General Medical Services (GMS) contract.

Policy Statement
Houghton Close Surgery is committed to high standards of care in both NHS and non-NHS work. However, the NHS complaints process applies only to services provided under the NHS. Complaints about private or non-NHS services must be handled differently and, where appropriate, directed to the relevant provider or regulatory body.

Definition of Non-NHS Services
Non-NHS services include, but are not limited to:

  • Private medical assessments or treatments
  • Insurance reports (e.g., for life, travel, or income protection)
  • Medical reports for employment, legal, or court proceedings
  • HGV/PCV or other driver medicals
  • Vaccinations for travel (where not NHS-funded)
  • Letters or forms requested for non-medical reasons (e.g., school letters, housing)

Managing Complaints About Non-NHS Services

  1. Initial Triage
    • All complaints received will be reviewed to determine whether the service complained about falls under NHS or non-NHS provision.
    • If the service is non-NHS, the complainant will be informed accordingly, in writing if necessary.
  2. Response to the Complainant
    • Patients will be provided with a clear explanation that the NHS complaints procedure does not apply to the issue raised.
    • If the complaint relates to a specific action or conduct of a GP or staff member during non-NHS work, the practice may choose to review the matter internally to ensure professional standards have been upheld.
    • Where applicable, patients will be advised of alternative routes for redress, such as:
      • Referral to the General Medical Council (GMC) for concerns about a doctor’s professional conduct.
      • Seeking advice from legal advisors if the complaint relates to private contractual services.
      • Contacting the service provider directly, if the service was delivered outside the practice.
  1. Record-Keeping
    • A record of all complaints will be maintained, regardless of whether they relate to NHS or non-NHS services, in line with our complaints handling protocol.
    • This helps monitor trends and identify any areas for improvement.
  2. Good Practice
    • Although not covered under NHS procedures, the practice aims to treat all complainants respectfully and to use all feedback as an opportunity to improve services where possible.

Exclusions

  • Complaints regarding private healthcare providers not employed or contracted by Houghton Close Surgery will not be investigated by the practice and must be directed to the relevant organisation.

Review and Monitoring
This policy will be reviewed annually or in response to any changes in national guidance or legal requirements.

Date of Approval: 11 August 2025
Review Date: 11 August 2025
Approved By: [Amanda Regan Practice Manager / Dr Michelle Saint Complaints Lead / GP Partner]

To provide feedback or make a complaint about non-NHS services please fill in the form here