At Ivel Medical Centre, we are committed to providing high-quality care and continually improving our services. Your feedback helps us understand what we are doing well and where we can improve
Giving Feedback
We welcome comments 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
- Care Opinion – What’s your story?
You do not need to give your name or contact details if you prefer to remain anonymous.
Making a Formal Complaint
If you are unhappy with the service you have received, you have the right to make a formal complaint.
We ask that formal complaints are submitted in writing wherever possible, as this helps us fully understand your concerns and carry out a thorough investigation.
How to Make a Complaint
You may download and complete our Patient Complaint Form (PDF).
The completed form can be returned by:
Email: ivelmc.reception@nhs.net
(Please mark your email: For the attention of the Management Team)
Post:
Ivel Medical Centre
Chestnut Avenue
Biggleswade
Bedfordshire
SG18 0RA
Complaints should normally be made within 12 months of the event, or within 12 months of becoming aware of the issue. Exceptions may be made where there is a valid reason for delay and the matter can still be properly investigated.
If you are complaining on behalf of someone else, we may require written consent unless the patient is unable to provide this.
What Happens Next?
- We will acknowledge receipt of your complaint within 3 working days (Monday to Friday, excluding bank holidays).
- We aim to provide a full written response within 20 working days, depending on the nature and complexity of the complaint.
- If more time is required, we will keep you informed of our progress.
Making a complaint will not affect the care you receive from us.
All complaints are handled fairly and confidentially. Complaint records are kept separately from medical records and do not affect your care.
Who Can Make a Complaint?
- Patients
- A representative (with the patient’s consent)
- Parents or guardians (for children under 16)
- Legal representatives (for patients lacking capacity)
If You Prefer to Contact the Commissioner
If you would prefer not to complain directly to the practice, you may contact:
NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (NHSBLMKICB)
Phone: 0800 148 8890
Email: blmkicb.contactus@nhs.net
If You Remain Dissatisfied
If you are unhappy with our final response, you may refer your complaint to:
Parliamentary & Health Service Ombudsman
Tower 30, Millbank
London SW1P 4QP
Phone: 0345 015 4033
Before taking this step, we encourage you to discuss any unresolved concerns with us.
Independent Support
Free, confidential support for making an NHS complaint is available from:
POhWER – NHS Complaints Advocacy
Phone: 0300 456 2370