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Payment and Cancellation Policy 

At HS Health Group, we aim to provide timely and accessible services to all our clients. When an appointment is not utilised due to late cancellation or non-attendance, it means someone else may miss the opportunity to have their healthcare needs addressed. To ensure fairness and optimal use of our resources, we kindly ask all clients to review and adhere to our Payment and Cancellation Policy. Your cooperation helps us maintain the high standards of care and availability that our clients rely on. Thank you for your understanding.

1. Payment Terms

  • Full payment is required at the time of booking to confirm your appointment or service you have chosen. 
  • Accepted payment methods include credit/debit cards (we accept American express).
  • If you wish to pay through an invoice sent to you or onsite, please contact us to ensure your preferred appointment was blocked for you while the payment arrangements were confirmed.
  • The payment you will have made will only cover for the services listed and chosen by yourself. Costs for any further tests or diagnostics, review appointments, and treatments will be discussed with you by your clinician during your appointment. The payment for which can be made onsite.
  • The clinician will discuss with you alternative service providers including NHS services where you may be able to access the additional recommended diagnostics or treatments from. This is to ensure you were able to make an informed choice on such services. 

2. Rescheduling Policy

  • Appointments may be rescheduled with a minimum of 48 hours notice prior to the scheduled appointment time.
  • Rescheduling requests received within this notice period will be accommodated based on availability.

3. Cancellation Policy

Cancellation by Us

HS Health Group reserves the right to modify or cancel any session due to unforeseen circumstances. Should we need to cancel your appointment, we will notify you promptly and make every effort to reschedule it at the earliest convenient time.

In some instances, appointments may also be cancelled for reasons related to health and safety or if your suitability for the service is deemed inappropriate following a thorough assessment. Your safety and well-being are our utmost priorities, and such decisions are made in your best interest. You may be offered an alternate treatment or referral option with detailed information provided on these for you to make an informed choice. If a treatment or appointment with us is not suitable, we shall offer a refund promptly.

Cancellations by You

  • Cancellations made with at least 48 hours notice will receive a full refund or the option to apply the payment toward a future booking.
  • Cancellations made less than 48 hours before the appointment will not be eligible for a refund.
  • Missed appointments or “no-shows” will also be considered non-refundable.
If your appointment is on Monday, the cut-off time to notify is 11.30am on Thursday to avoid any charges and get a full refund.

4. Refund Policy

  • Refunds for eligible cancellations will be processed within 5 business days.
  • In the event of a service cancellation by HS Health Group Limited, a full refund or alternative appointment will be offered.

5. Late Arrivals

  • Clients arriving later than 15 minutes of their scheduled appointment may have their session shortened or rescheduled at the discretion of HS Health Group Limited. The full session fee will still apply.

6. Contact Us

  • For any queries regarding payments, cancellations, or rescheduling, please contact us at [email protected] or by calling us on 03330147700.

By booking a service with HS Health Group Limited, you agree to the terms outlined in this policy.

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  • 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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