Hospitual is currently in pilot/testing phase and is not yet open to the public; no live clinical or medical services are being provided through the platform at this stage.

Complaint & Feedback

At Hospitual, we are committed to providing safe, high-quality, and professional digital healthcare services.

We hope that most concerns can be resolved quickly and informally. However, if you are not satisfied with any aspect of our service, we encourage you to let us know so we can investigate, respond appropriately, and improve our services.

How to Make a Complaint

You can submit a complaint through any of the following:

You may raise a concern on your own behalf or on behalf of someone else (for example, a child or a person you care for).

What Happens Next

  • We will acknowledge your complaint within 48 hours
  • Your concern will be reviewed and investigated by the appropriate team
  • We aim to provide a full response within 20 working days where possible

If we require additional time to complete our investigation, we will inform you and explain the reason for the delay.

Our Approach

When reviewing complaints, we aim to:

  • Understand what happened and identify any issues or concerns
  • Provide a clear and transparent explanation
  • Put things right where appropriate
  • Offer an apology where appropriate
  • Learn and improve our services

Where appropriate, outcomes may include resolution in line with Hospitual's applicable policies.

If You Are Not Satisfied

If you are not satisfied with our response, you may request further review or escalate your complaint to an appropriate independent, regulatory, or professional body.

We will provide further information on how to do this if needed.

This complaints process does not affect your legal rights.

Confidentiality

All complaints are handled confidentially and in accordance with applicable data protection laws.