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At Ivel Medical Centre, we welcome feedback about our services. Whether you would like to share a positive experience, make a suggestion, or raise a concern, your feedback helps us understand what we are doing well and where we can improve.
Giving Feedback
We welcome comments, compliments and suggestions about our services.
You can share your feedback by:
Taking part in the Friends and Family Test
Leaving a review on the NHS website
Sharing your experience through Care Opinion
You can provide feedback anonymously if you prefer.
Making a Formal Complaint
If you are unhappy with the care or service you have received, you have the right to make a formal complaint.
Where possible, we ask that complaints are made in writing. This helps us understand your concerns clearly and carry out a thorough investigation.
By email ivelmc.reception@nhs.net Please mark your email for the attention of the Management Team.
By post Ivel Medical Centre Chestnut Avenue Biggleswade Bedfordshire SG18 0RA
In person You can return your completed form to reception.
You do not have to use our complaint form. You can also write to us with details of your complaint.
When should I make my complaint?
Complaints should normally be made within 12 months of the event, or within 12 months of becoming aware of the issue.
We may still be able to investigate a complaint made after this time where there is a good reason for the delay and it remains possible to investigate what happened.
What Happens Next?
Once we receive your complaint:
We will acknowledge your complaint within 3 working days.
We aim to provide a full written response within 20 working days, depending on the nature and complexity of the complaint.
If we need additional time to investigate, we will keep you informed of our progress.
Making a complaint will not affect the care you receive from us.
Complaints are handled fairly and confidentially. Complaint records are kept separately from your medical record and do not affect your ongoing care.
Who Can Make a Complaint?
You can make a complaint if you are:
A patient
A parent or guardian making a complaint about a child
A representative acting on behalf of another patient
A legal representative where appropriate
If you are making a complaint on behalf of another adult, we will normally need their written consent before we can discuss confidential information about their care with you.
If the patient is unable to provide consent, we will consider the circumstances and what information can appropriately be shared.
Complaining to the NHS Commissioner
If you would prefer not to complain directly to the practice, you may be able to make your complaint to the relevant NHS commissioner.
NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (BLMK ICB)
