Feedback and Complaints


Our feedback and complaints policy

At the Ivy Medical Group we aim to offer the very best service we can to our patients. Our staff work to deliver the very highest quality of care. In order to make our service better we greatly value patient feedback. If you would like to provide feedback on our services please contact our practice team. Our patient participation group meets regularly to ensure patients have a strong voice in the services we deliver.

We recognise that on occasion patients may feel that we have not reached our usual high standards with regards to the care we provide and our services. In these rare situations we encourage patients to bring these issues to our attention. We welcome informal complaints and in many cases a response from our senior team can address any concerns patients may have. This also allows us to improve our services for the future. Our practice follows the NHS Complaints procedure and we fully investigate any complaint made to the practice. Making a complaint does not affect negatively the care your receive and we treat all complaints fairly and transparently with the aim of learning from all investigations to make our service better.

The NHS Complaints Procedure

If you would like to raise a complaint please contact our reception team to raise a local complaint. A practice level complaint is often the fastest and most responsive way to address patient complaints. Our practice manager will recieve practice level complaints and will instigate an investigation. We will respond to you within three days to acknowledge your complaint and agree a way forward.

What if I'm not happy?

If after full investigation at the practice you are unhappy with the process or the outcome you may approach the Parliamentary and Health Service Ombudsman. The Ombudsman is the final recourse within the NHS Complaints process. It is a free and independent service which may only look at and/or investigate complaints where all opportunities for local resolution have been thoroughly pursued and there is still an outstanding issue to be addressed.

Where can I find out more?

To learn about how to provide positive feedback or raise an informal or formal complaint please contact our practice manager. Further information on our complaints procedure is available in the practice with both an opportunity to speak to our staff or to collect written information.