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Tibacare

Complaints & Feedback

Your experience matters. If something goes wrong, we want to know.

Legal and claim review in progress

This page explains the complaints model Tibacare intends to use when clinical services open. Its substantive wording remains under accountable review. Concerns about this website or about personal information can be raised by email now.

Tibacare welcomes feedback and takes complaints seriously. This page explains how to raise a concern about this website or about how we use personal information, and the complaints model Tibacare intends to use when clinical services open.

Raise a concern nowHow complaints are handled

There is no complaints route for clinical care yet, because clinical services are not open.

Our commitment

Speaking up should be straightforward.

We want people to tell us when something has gone wrong, when something could have been handled better, and when something has worked well.

You will not be expected to navigate Tibacare's internal structure before your concern can be heard.

  1. We will listen
  2. We will acknowledge
  3. We will review fairly
  4. We will keep you informed
  5. We will explain the outcome
  6. We will act on relevant learning

One clear front door

Tell us what happened. We will identify the appropriate route.

You do not need to decide whether an issue is feedback, a complaint, a clinical concern, a privacy matter, or a partner issue before raising it.

If another clinician or healthcare organisation is primarily responsible for part of the concern, Tibacare will explain that and, where appropriate, help identify the correct handling route.

Who can speak up

  • Patients, families, carers, and representatives
  • Clinicians and local healthcare professionals
  • Hospitals, clinics, and healthcare organisations
  • Employers, insurers, and programme partners
  • NGOs, universities, governments, and health systems
  • Other people affected by a Tibacare service or interaction
Complaints & Feedback

What happens next

Tibacare routes the issue appropriately.

Internal routing should not become a barrier for the person raising the concern. Appropriate consent or authority may be confirmed later if confidential information must be discussed with a representative.

How complaints are handled

A clear process, from receiving the concern to explaining the outcome.

Some concerns can be resolved quickly. Complex clinical, cross-border, or multi-organisation complaints may need more time.

Where the expected timeframe changes, the complainant should receive an appropriate update rather than being left to wonder whether the concern has disappeared.

  1. 01

    You tell us

    Explain what happened in your own words. You do not need legal language or the name of the responsible team.

  2. 02

    We acknowledge

    We confirm that we have received your concern. Acknowledging a concern is not the same as deciding its outcome.

  3. 03

    We review and prioritise

    We identify the appropriate route and whether patient safety, safeguarding, privacy, security, or another serious risk needs faster attention.

  4. 04

    We clarify and investigate

    Where needed, we ask for more information and review the relevant facts with appropriate independence and expertise.

  5. 05

    We respond

    We explain what was considered, what was found, and any action, remedy, or further review route that is appropriate.

  6. 06

    We learn or act

    Where a concern identifies a meaningful problem, relevant learning can inform services, guidance, workflows, or governance.

  7. 07

    Further review options

    If you are not satisfied with our response, we explain any further review options that apply. For a concern about personal information, this includes your right to complain to the Information Commissioner's Office.

Fair process

We look at the facts fairly.

A complaint being taken seriously does not mean deciding the outcome before the relevant facts have been reviewed.

A review should be proportionate, objective, evidence-based, respectful, and appropriately independent from the issue complained about.

You raised a concern

You should be heard and kept informed.

  • Understand what happens next
  • Receive proportionate updates
  • Receive a reasoned response
  • Be told about relevant review options

A person or organisation is complained about

They should receive fair consideration.

  • Understand the material concern where appropriate
  • Have an appropriate opportunity to respond
  • Not be presumed at fault before review
  • Be treated professionally throughout

Taking complaints seriously and treating people fairly are not competing principles.

Clinical concerns should involve appropriate professional expertise rather than purely administrative judgement where that expertise is needed.

A further review can consider whether the issues, evidence, process, conclusions, and any appropriate action were addressed fairly.

Different types of concern

You do not need to classify the problem correctly.

Describe what happened. Tibacare will determine which service, governance, clinical, privacy, commercial, or organisational route should apply.

Service & access

Website information, accessibility, enquiries and support, and appointments once services are available.

Clinical & professional

Clinical-service concerns, professional conduct, specialist-network interactions, or organisational pressure.

Safety & safeguarding

Patient-safety or safeguarding concerns may follow additional governance procedures alongside the complaint.

Privacy & security

Concerns about access, use, accuracy, retention, sharing, or security of personal information.

Partners & organisations

Concerns involving a hospital, employer, insurer, NGO, university, programme, or health-system relationship.

Feedback & compliments

Suggestions, improvement ideas, general experience, or recognition of something that worked well.

If an external complaints, regulatory, or review route is relevant to a case, Tibacare will explain the appropriate options in the final response where applicable. An allegation may require immediate risk management without predetermining the final finding.

Speaking up

Speaking up should not count against you.

Raising a concern or complaint in good faith should not disadvantage you or result in a lower standard of service, clinical consideration, or professional treatment.

Good-faith patient-safety or professional concerns should also be capable of being raised through appropriate governance routes without commercial pressure to remain silent.

Learning

A complaint should be able to improve more than one experience.

Where a complaint identifies a meaningful problem, the response should not stop at answering the individual case. Relevant learning may inform:

  • Service processes and communication
  • Website information and clinical workflows
  • Clinician-network governance
  • Accessibility and patient information
  • Training, guidance, and safety controls

Learning from complaints does not mean avoiding accountability. Accountability does not require assuming individual blame before the facts are understood.

Raise a concern now

How to raise a concern today.

About this website or its information
Email support@tibacare.com
About how we use your personal information
Email legal@tibacare.com

We acknowledge a data-protection complaint within 30 days. You can also complain to the Information Commissioner's Office at ico.org.uk.

There is no complaints route for clinical care yet, because clinical services are not open.

Related trust information