Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Ivy Medical Group.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
REDDITCH
B97 9PT
03003 112233
A complaint can be made verbally by booking in with our management team and in writing. A complaints form is available from reception. Additionally, you can complain by sending a letter via email or post to:
nnicb-nn.ivymedicalgroup@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint
Investigating complaints
Ivy Medical Group will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Ivy Medical Group will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
Ivy Medical Group allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
Ivy Medical Group will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.