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 your comments on what we do well and your suggestions on how we can improve.
You can share your feedback by:
- Filling out our feedback form
- Taking part in the Friends and Family Test
- Leaving a review on the NHS website
- Calling us at 01767 312 441
You do not need to give your name or contact details if you prefer to remain anonymous.
If you would like to share your experience with NHS services more widely, you can also visit:
Care Opinion – What’s your story?
Making a Complaint
If you are unhappy with the service you have received, you have the right to raise a concern or make a complaint.
Who to Complain To?
There are two ways to make a complaint:
- To the healthcare provider – the organisation where you received NHS care (e.g., GP surgery).
- To the commissioner of the service – the organisation responsible for funding the care (e.g., NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board).
From 1st July 2023, complaints about primary care services should be directed to the local Integrated Care Board (ICB) instead of NHS England.
Complaints Procedure
We always aim to resolve concerns quickly and amicably.
How to Make a Complaint
Informal Complaints
If possible, speak to a staff member involved in your care. Many issues can be resolved immediately without a formal process.
Formal Complaints (Recommended in Writing)
To ensure clarity and a thorough investigation, we encourage patients to make formal complaints in writing whenever possible.
A written complaint helps us:
- clearly understand the details of your concern
- investigate fully and accurately
- provide a complete and appropriate response
You can submit a written complaint using our feedback form, by email, or by post.
What Happens Next?
Acknowledgement of Your Complaint
We will acknowledge receipt of your complaint within 3 working days to confirm we have received your concern and begun our review.
Working days are Monday to Friday and do not include weekends or bank holidays.
Investigation and Response Timeline
We aim to deal with the matter as promptly as possible — usually within 20 working days, depending on the nature and complexity of your complaint. If it is likely to take longer, we will update you on our progress.
Our Complaint Handling Process
Our goal is to:
- Understand what happened
- Understand why it happened
- Learn from the experience
- Prevent similar issues in the future
We are committed to treating every complaint fairly and confidentially.
Who Can Make a Complaint?
- Patients (current or former)
- A representative (with the patient’s consent)
- Parents or guardians (for children under 16)
- Legal representatives (for patients lacking capacity)
If you are complaining on behalf of someone else, we may need written permission, unless the person is unable to provide consent.
Time Limits for Complaints
A complaint should be made within 12 months of:
- The event happening, or
- When you first became aware of the issue
Exceptions may be made if there is a valid reason for delay and the issue can still be properly investigated.
Taking Your Complaint Further
If you are unhappy with our response, you can escalate your complaint to:
Parliamentary & Health Service Ombudsman
The Ombudsman is an independent body that investigates NHS complaints.
- Address: Parliamentary & Health Service Ombudsman, Tower 30, Millbank, London SW1P 4QP
- Phone: 0345 015 4033
- Website: www.ombudsman.org.uk
Before taking this step, we encourage you to discuss any unresolved concerns with us to see if we can offer a resolution.
Other Support Organisations
Independent Complaints Advocacy Service (ICAS)
Provides free, confidential support for people making NHS complaints.
Phone: 0300 456 2370
POhWER – Complaints Advocacy
Supports people who need help making NHS complaints.
Phone: 0300 456 2370
Confidentiality
All complaints are treated in the strictest confidence.
If reviewing your complaint requires accessing medical records, we will inform you beforehand. Complaint records are kept separately from medical records and do not affect your care.
Contact for Complaints & Feedback
Phone: 01767 312 441
Email: blmkicb.contactus@nhs.net
ICB Contact
NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (NHSBLMKICB)
Phone: 0800 148 8890