At Ivel Medical Centre, we are committed to providing high-quality care and continuously improving our services. Your feedback helps us understand what we are doing well and identify areas for improvement.
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 have to give your name or contact details if you prefer to remain anonymous.
If you would like to share your experiences 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 – This is the organisation where you received NHS care (e.g., GP surgery).
- To the commissioner of the service – This is 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 as quickly and amicably as possible.
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 the need for a formal process.
🔹 Formal Complaints: If you wish to make a formal complaint, we recommend submitting it in writing to ensure clarity. You can also use our feedback form to submit your complaint.
What Happens Next?
- We will acknowledge your complaint within 3 working days.
- We will investigate the issue and provide a response as soon as possible. The timeline will depend on the complexity of the complaint.
- Our goal is to understand what happened, why it happened, and how we can prevent it from happening again.
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 under the Mental Capacity Act 2005)
If you are complaining on behalf of someone else, we may need written permission unless they are unable to provide consent due to illness or disability.
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 the delay and the issue can still be fairly investigated.
Taking Your Complaint Further
If you are unhappy with our response, you can escalate your complaint:
Parliamentary & Health Service Ombudsman
The Ombudsman is an independent organisation 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)
ICAS provides free, confidential support for people making NHS complaints.
📞 Phone: 0300 456 2370
POhWER – Complaints Advocacy
POhWER helps people who need support in making NHS complaints.
📞 Phone: 0300 456 2370
Confidentiality
All complaints will be treated in the strictest confidence. If your complaint requires reviewing 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
📍 NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board (NHSBLMKICB)
📞 Phone: 0800 148 8890