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Your Healthcare Questions, Answered!

Find clear and precise answers to common queries about our ENT, Orthopedic, and General Practitioner services.

Private GP Service

1. What services do you offer?

We provide a wide range of services as explained in detail in our Private GP service page. Visit Page (link to the page to be included here).

Our services are delivered by three highly qualified and registered General Practitioners, ensuring the highest standards of care. For GP profiles, please visit the Private GP service page or Our Team Page.

Each consultation lasts 30 minutes, giving you sufficient time to discuss your health concerns with possibility to choose from virtual or onsite appointment.

You can book an appointment using one of the following methods:

  • Online: Visit our website and use the online booking system.
  • Reception Team: Call or visit our reception team, who will assist you in scheduling your appointment.

We accept multiple payment methods:

  • Online Payment: Pay securely while completing your online booking.
  • Onsite Payment: Pay at the clinic using cash, card, or an invoice payment option.

Yes, you can pay for the service through self-pay or private medical insurance. Please check with your insurer if our services are covered under your policy or contact us if you need any assistance for this.

Yes, our GPs can issue private prescriptions during your consultation, which can be fulfilled at any pharmacy.

Yes, if necessary, our GPs can provide onward referral recommendations to specialists for further investigation or treatment. All the referral recommendation letters will be sent to your GP with your consent and the referrals will be completed by them.

At our clinic, we do offer Private Orthopaedic service, ENT service and Consultant Physiotherapist led musculoskeletal service which you can be directly referred to with prompt appointments available. The choice of referral and services offered will be discussed with you to help you make an informed decision.

If required and with your consent, we can provide a discharge letter for your NHS GP to ensure continuity of care.

Yes, we offer a range of travel vaccinations. Please consult with our GPs to determine which vaccinations are appropriate for your destination.

Please bring:

  • A form of identification
  • Details of any current medications
  • Any relevant medical history or previous test results
  • You will be asked to complete a Pre-registration form that will record vital information in reference to your health allowing the clinicians to take this into factor when determining a treatment or onward referral plan.

You can cancel or reschedule your appointment by contacting our reception team or using our online booking system. Please note our cancellation policy on  (provide a link to our payment and cancellation policy).

We do offer same day appointments across most of our services, but the availability will depend on the embargoed appointment slots not being utilised when you walk-in. Please book in advance to secure your consultation at a date and time and with a clinician of your choice.

Yes, our GPs can consult on health concerns for both adults and children from above the age of 13. Please inform our reception team if the appointment is for a child so we can make any necessary arrangements.

Yes, we can provide medical reports, certificates, or letters for specific purposes upon request. Additional charges may apply.

If you have further questions, feel free to contact our reception team or visit our website and send us an Enquiry.

Orthopaedics and Musculoskeletal Service

1. What services do you offer?

We provide a comprehensive range of orthopaedic and musculoskeletal services as explained in detail in our Integrated Musculoskeletal Services page. (link to the page to be included here).

Consultations are led by experienced orthopaedic specialists and consultant physiotherapists with advanced training in musculoskeletal care.

We use musculoskeletal ultrasound for accurate and real-time diagnostics, allowing precise assessment of soft tissue and joint conditions. We do consider onward referral recommendation for other imaging as required by means of a letter sent to your GP with your consent. These imaging will be completed at an NHS hospital or GP practice location discussed with you by your GP.

We offer a variety of treatments tailored to your specific condition. Please refer to our Integrated Musculoskeletal Service page for more information.

You can book an appointment using the following methods:

  • Online: Use our website’s online booking system for convenience.
  • Reception Team: Contact our reception team by phone or in person to schedule your appointment.

Consultations are designed to provide sufficient time to assess and discuss your condition thoroughly. Typically, appointments last 30-60 minutes depending on the service chosen.

We offer multiple payment options:

  • Online Payment: Securely pay while booking your appointment online.
  • Onsite Payment: Pay at the clinic using cash, card, or an invoice payment option.
 We also accept payments through private medical insurance. Please check with your insurer for coverage.

Yes, treatment plans can be customised to include a combination of therapies for the most effective results. Your clinician will recommend the best course of action based on your condition. You will also be offered a choice to source these treatments with us or what is available for you under NHS to help you make an informed choice.

No referral is required to book an appointment. You can self-refer by contacting us directly. However, if you have been referred by another healthcare provider or would like to have the consultation or treatment paid for by your private medical insurance provider, please bring any relevant documentation and speak to them to check if they will cover the costs.

Follow-up appointments can be scheduled as needed to monitor progress and adjust your treatment plan. Your clinician will guide you on the next steps after your initial consultation.

Yes, we offer care for both adults and children over the age of 13. Please inform our team when booking if the appointment is for a child so we can make necessary arrangements.

Please bring:

  • Any relevant medical history or reports
  • Current medications or prescriptions
  • Comfortable clothing for physical assessment, if required
  • You will be asked to complete a Pre-registration form that will record vital information in reference to your health allowing the clinicians to take this into factor when determining a treatment or onward referral plan.

You can cancel or reschedule your appointment by contacting our reception team or using our online booking system. Please note our cancellation policy on  (provide a link to our payment and cancellation policy).

We do offer same day appointments across most of our services, but the availability will depend on the embargoed appointment slots not being utilised when you walk-in. Please book in advance to secure your consultation at a date and time and with a clinician of your choice.

Yes, we can provide medical reports, certificates, or letters for specific purposes upon request. Additional charges may apply.

If you have further questions, feel free to contact our reception team or visit our website and send us an Enquiry.

ENT Services

1. What services do you offer?

We provide a comprehensive range of ENT services as explained in detail in our ENT Services page. 

All consultations are conducted by experienced ENT consultants with expertise in managing ear, nose, and throat conditions.

We use advanced diagnostic tools, including:

  • Nasal Endoscopy: A minimally invasive procedure to examine the nasal passages and sinuses.
  • Laryngoscopy: A procedure to assess the throat, vocal cords, and larynx for accurate diagnosis.

We offer a range of treatments tailored to your specific needs. Please refer to our ENT service page for a comprehensive list.

You can book an appointment using the following methods:

  • Online: Use our website’s online booking system for convenience.
  • Reception Team: Contact our reception team by phone or in person to schedule your appointment.

Consultations typically last 30 minutes, giving ample time to discuss your symptoms, perform diagnostics, and recommend treatment options.

We offer multiple payment options:

  • Online Payment: Securely pay while booking your appointment online.
  • Onsite Payment: Pay at the clinic using cash, card, or an invoice payment option.
 We also accept payments through private medical insurance. Please check with your insurer for coverage.

No referral is required to book an appointment. You can self-refer by contacting us directly using our online booking system or by contacting our reception team.

We treat a wide range of ENT conditions. Please refer to our ENT service page for more information.

Microsuction is a safe and effective method of removing earwax using a gentle suction device under direct vision through a microscope. It is painless and ideal for individuals with sensitive ears.

Both procedures are minimally invasive and performed in the clinic:

  • Nasal Endoscopy: A thin, flexible tube with a camera is gently inserted into your nose to examine the nasal passages and sinuses.
  • Laryngoscopy: A similar device is used to examine the throat, vocal cords, and larynx.
 Both are quick, and any discomfort is minimal and short-lived.

Yes, if further specialist care is required, our ENT consultants will provide a prompt and detailed onward referral recommendation. All the referral recommendation letters will be sent to your GP with your consent and the referrals will be completed by them.

Yes, our ENT services are suitable for both adults and children over the age of 13. Please inform our reception team when booking if the appointment is for a child.

Please bring:

  • Details of your medical history and current medications
  • Any previous ENT-related test results, if available
  • A list of your symptoms or concerns
  • You will be asked to complete a Pre-registration form that will record vital information in reference to your health allowing the clinicians to take this into factor when determining a treatment or onward referral plan.

You can cancel or reschedule your appointment by contacting our reception team or using our online booking system. Please note our cancellation policy on  (provide a link to our payment and cancellation policy).

Follow-up appointments can be arranged as needed to monitor your progress and provide additional treatment or advice. Your consultant will guide you on the next steps.

Yes, all diagnostics and treatments are conducted by experienced consultants using the latest techniques and sterile equipment to ensure safety and comfort.

Yes, we can provide medical reports, certificates, or letters for specific purposes upon request. Additional charges may apply

If you have further questions, feel free to contact our reception team or visit our website and send us an Enquiry.

Aesthetics Treatments

1. What services do you offer?

Dr. Celia Torres provides a comprehensive range of aesthetics treatments. Please refer to our Aesthetics service page for more information.

All treatments are provided by Dr. Celia Torres, a highly skilled and experienced medical professional specialising in aesthetics.

A thorough consultation is conducted prior to any treatment. During the consultation:

  • Dr. Torres will discuss your aesthetic goals in detail.
  • A personalised treatment plan will be created, ensuring your expectations are carefully taken into account.
  • You will receive detailed information about the recommended treatments, including their benefits and potential outcomes.
  • Consultation: Typically lasts 30 minutes to fully understand your goals and create a tailored plan.
  • Treatment Session: Duration varies based on the procedure and the information will be provided to you before your session appointment was confirmed.

You can book an appointment through the following methods:

  • Online: Visit our website and use the booking system.
  • Reception Team: Call or email our reception team to schedule your consultation or treatment.

We offer flexible payment options:

  • Online Payment: Securely pay while booking your appointment.
  • Onsite Payment: Pay at the clinic using cash, card, or invoice payment options.

Treatment and consultation costs are listed in our booking page and also on the Aesthetics service page. The treatment costs if you are receiving a combination of treatment will be discussed during your consultation and a list of what you are being charged for will be provided to you to help you make an informed decision.

You can cancel or reschedule your appointment by contacting our reception team or using our online booking system. Please note our cancellation policy on  (provide a link to our payment and cancellation policy).

Downtime depends on the treatment and will be discussed with you by the clinician at your consultation and following your treatment.

Dr. Torres will provide detailed aftercare instructions tailored to your treatment, including:

  • Avoiding strenuous activity, alcohol, or direct sunlight for 24–48 hours after treatments like Botox or dermal fillers.
  • Keeping the treatment area clean and moisturised.
  • When to schedule follow-ups, if needed, etc.

Yes, follow-ups are an integral part of the service to:

  • Monitor your results.
  • Address any questions or concerns you may have.
  • Provide touch-ups if necessary for optimal outcomes.

Yes, all treatments are carried out by Dr. Celia Torres, who follows strict medical protocols and uses high-quality, safe products. Patient safety and satisfaction are the top priorities.

Dr. Torres specialises in achieving natural-looking results that enhance your features without appearing overdone. Your individual aesthetic preferences will be carefully considered during the consultation.

During your consultation, Dr. Torres will assess your medical history and expectations to determine if a treatment is suitable for you. Certain conditions (e.g., pregnancy, specific allergies) may limit treatment options.

  • Avoid alcohol, aspirin, or blood-thinning medications 24 hours before your treatment to reduce bruising.
  • Remove makeup and skincare products before attending the appointment.
  • Share any medical conditions or medications during your consultation

Our clinic is designed to provide a comfortable, safe, and welcoming environment for all our patients. Here’s what you can expect when you visit us:

  • Disabled Access: Our facilities are fully accessible to individuals with mobility needs, ensuring ease of access for everyone.
  • On-Site Parking Facility: Convenient parking is available on-site for all patients, making your visit hassle-free.
  • Refreshments Offered: We provide complimentary drinks, including water, tea, and coffee, to ensure your comfort during your time at the clinic.
  • High Standards of Cleanliness and Hygiene: Our clinic maintains strict hygiene protocols, with regular cleaning and sterilisation to ensure a safe and sanitary environment.
  • Friendly Staff: Our team is dedicated to making your experience pleasant and stress-free, always ready to assist with a warm and welcoming approach.
  • Experienced Clinicians: All treatments are performed by highly qualified and experienced professionals, ensuring the highest standard of care and expertise.
  • Translator Availability: We provide translator services to accommodate patients who speak languages other than English, ensuring clear communication and a comfortable consultation experience.
  • Less busy hours Appointments: For patients with social anxiety or other conditions that make navigating busy healthcare settings challenging, we offer appointments during less busy hours to create a calm and supportive environment.
  • Children-dedicated appointment timeslots: We provide dedicated appointment times specifically for children, offering a more relaxed and accommodating environment tailored to their needs. These times are ideal for minimising wait times for parents and children, reducing stress, and ensuring your child feels comfortable and cared for during their visit.

We are committed to making your visit as comfortable and convenient as possible while delivering outstanding care and results. If you have any other special needs or want to discuss any arrangements to help you attend your appointments, please do contact us directly.

Still Have Questions?

Find clear and precise answers to common queries about our ENT, Orthopedic, and General Practitioner services.

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Accessibility Tools
  • Submit Feedback

At HS Health Group Limited, our commitment is to provide the highest quality of care and service to all our patients. Your feedback is incredibly valuable to us as we strive to continually improve and enhance our services. We would be grateful if you could take a few moments to share your experience regarding the treatment and services you received. Your insights help us understand what we are doing well and where we can make improvements.

You can provide your feedback by clicking on the link below and completing the form to be sent by emailing it back to us on [email protected] or [email protected].

You can also scan the QR code and provide your feedback through Google review of Trustpilot platforms.

If you wish to speak to us and provide with your feedback or send it to us via post, please refer to the following contact information:

FAO Service Manager

HS Health Group Limited

Read House, Gilbert Drive

Boston, PE21 7TQ

0333 014 7700

Submit Feedback
  • Raising a Complaint!

However excellent our efforts might be in providing our services to you, there could always be a cause for dissatisfaction in an area of healthcare service such as ours.  It is not feasible, nor desirable, to have a complaint free service as complaints provide the opportunity to continually improve the quality of care we strive to deliver through effective reflection.

If you are unhappy with the treatment or service you have received while under our care, you have the right to make a complaint, have it investigated thoroughly, and have a response with action plans identified.

We provide a range of services to the NHS, occupational health sectors, medicolegal sector, employers, and the public, all of whom are included within this complaint management procedure.

Complaint Process

You may make a comment or complaint either in person, in writing, email or by telephone. The member of staff who receives the complaint should fill in the complaint action sheet and inform you (the complainant) that we will look into the matter and when you can expect a reply.

You will  be contacted within three working days to acknowledge that their complaint has been received, explain the procedure and, where necessary, clarify any issues arising from the complaint.

We have a duty to ask you (the complainant) what you want from the complaint, which may help the us decide the best way to deal with the matter. It is very important for us to record all discussions and document your desired outcome. Any unrealistic expectations can, therefore, be addressed at this time.

Stage 1) Local Resolution

Where a verbal complaint is made, the clinic tries to resolve the complaint by means of local resolution measures. HS Health Group Ltd’ Deputy clinical service lead will collect all the information necessary and speak to you to resolve the complaint. If the complaint resolves, then the DCSL will record the complaint and discuss with the service manager. HS Health Group Ltd management will reflect on the type of complaint and take necessary actions to improve the quality of care and clinical governance. If a complaint does not resolve locally then the DCSL will explain about the stage 2 process of complaint procedure and pass your complaint over to the complaint’s officer/ service manager of the organisation.

Stage 2) Complaint Officer

The second stage is where the complaint cannot be resolved in the clinic then complaints officer (Dipika Khanal) who deals with complaints will follow up the complaint.

If your complaint is directly related to the complaints officer and you feel unable to write directly to them, then instead you should forward your complaint to the Managing Director. We request that all complaints be made in writing to the postal address or to the email address below.

[email protected], [email protected]

Postal Address:

Your complaint should be addressed to:

Complaints Officer – HS  Health Group Ltd.
Read House, Gilbert Drive, Boston, PE21 7TQ
Contact telephone number: 0333 014 7700

When Complainants are Not Satisfied

Most complaints are resolved at Stage 1 and Stage 2 levels. However, in some cases the complainant may not be satisfied following conciliation. We are a member of ISCAS (Independent Sector Complaints Adjudication Service) who will be involved at this stage for complaint review and management. We might also signpost the complainant to the Professional organisation such as Chartered Society of Physiotherapy or Health and Care Professions Council for further advice. This needs to be done within 56 days of the final response sent at the end of Stage 2 investigation.

Investigating the Complaint

We will acknowledge the receipt of such a complaint within 3 working days and aim to resolve any possible issues within 14 working days of receipt.

Depending on the nature of the complaint, the Complaints Officer will attempt to resolve the matter to the satisfaction of the complainant. If the complaint involves either a clinical matter or staff member’s attitude, the Complaints Officer will, with the patient’s agreement, involve the staff member concerned or the lead clinician for the clinics.

Replying to the Complainant

The Complaints officer should inform the complainant of the results of the investigation in writing. This should be completed as quickly as possible and will normally be completed within 14 working days. If it is not possible to complete the investigation within 14 working days, the complainant should be informed of the reason for the delay and when they can expect to receive a reply.

The response should include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action, and any actions taken / to be taken, because of the complaint.

The complainant should be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied.
On completion of the investigation, a comprehensive response will be put together within the expected deadline.

This response should include the following, as appropriate:

  • a summary of the patient’s treatment
  • an outline of the investigation process.
  • details of the staff involved
  • answers to all aspects of the complaint
  • any statements from staff or notes of interviews held.
  • an apology, where appropriate.
  • copies of any clinic policies, procedures or national guidance, which are relevant to the case; and
  • an outline of any agreed action or risk reduction measures.

Complainants should be advised that they may request an independent review of their complaint and an ISCAS review will be initiated, or it can be done by the complainant contacting the Healthcare Commission within 56 days of the date of the final response letter.

Time Limits for Making a Complaint

Normally a complaint should be made within 6 months from the incident. However, you can ask for the reasons for the delay and extend the time limits where it would be unreasonable to expect the complaint to have been made earlier and will be evaluated on case basis. This might be because the complainant had not realised there was a problem earlier, was ill or was caring for the patient. It may also depend on whether it is still possible to investigate the facts of the case, in spite of the delay. Wherever possible, you should address the complainant’s concerns constructively, while remaining fair to staff.

The Parliamentary and Health Service Ombudsman

NHS Patients who remain unsatisfied with the local resolution and independent review can also seek further review from the Health Service Ombudsman. They are independent of both the NHS and Private organisations. They can be contacted via their website www.ombudsman.org.uk. They will need to have received a written complaint response from us before they could review your complaint further.

ISCAS: THE CODE STRUCTURE

Please read the attached overleaf for more information on ISCAS’ code of practice for complaints management: ISCAS – Complaints Management.

Complaint Form

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