Complaints and feedback
We want to hear from you, whether something went wrong or something went well.
Raising a concern will never affect your care or be held against you. We would always rather know.
If you are not sure whether you are making a complaint, tell us anyway. We will treat it as a complaint until we agree otherwise.
How to tell us
| Route | How |
|---|---|
| Online form | Use the form on this page. It takes a few minutes, works on a phone and needs no account. |
| Telephone | 07300 944955. If you cannot use the online form or email, call us and we will arrange another way. |
| Prefer to email? Contact the team by phone or through the form and we’ll give you the email address. | |
| During a consultation | Tell the clinician. They will confirm it is being treated as a complaint and record it. |
| Independent reviewer | For a complaint about our doctor’s own care (see below). Prefer to email? Contact the team by phone or through the form and we’ll give you the email address. |
Online form
What happens next
- You see a thank-you on screen straight away, with your reference number. If you give us your email address, we also email you with the reference in the subject line.
- Within 3 working days we contact you. We say who is looking at your complaint and what we understand it to be, so you can correct us.
- Within 20 working days we send a full written reply that answers each of your points.
- If we need longer, we tell you why and give you a new date before the 20 days are up.
You can ask to talk it through by phone or video at any point. We also review every complaint to see what we should change.
Complaints about our doctor’s own care
Our doctor may first try to put things right directly, for example by explaining what happened. He will not investigate his own care. If you are not happy with that, or you would rather someone independent looked at it from the start, an independent GP from outside Medica Universal will investigate.
You can send it through any route above. If you would rather email the independent reviewer directly, contact the team by phone or through the form and we’ll give you the reviewer’s email address. Emails to that address are automatically forwarded to an independent reviewer. They are also seen by our registered manager and operations team, so your complaint is recorded, acknowledged within 3 working days and followed up, like any other.
The reviewer reaches their own conclusions and writes to you directly. Our doctor provides whatever the reviewer asks for, but does not see or approve the reply before it is sent.
Complaining for someone else
You can complain on behalf of a patient. We will need the patient’s consent before we share any information about their care with you.
Feedback and thank-yous
Use the same form to tell us how we did. Your name is optional, and you can stay anonymous.
We only share feedback publicly if you say we can. The form asks you to choose one option:
- Yes, with my full name
- Yes, with my first name only
- Yes, anonymously
- No
If you do not choose, the answer is No. We keep a record of your choice, because feedback about a health service can show that someone was a patient.
If you are still not happy
For our private GP, weight management and aesthetic services, there is no ombudsman, and we are not part of an independent adjudication scheme. We would rather tell you that plainly.
You can contact any of the bodies below at any time. You do not need to wait for us or ask our permission.
| Who | Contact | What they do |
|---|---|---|
| Local Government and Social Care Ombudsman | 0300 061 0614, lgo.org.uk | For our care at home service. Can investigate your complaint once you have had our final reply. |
| Care Quality Commission | 03000 616161, enquiries@cqc.org.uk, cqc.org.uk | Does not investigate individual complaints, but wants to hear about your experience and uses it to decide what to inspect. |
| General Medical Council | gmc-uk.org | Where your concern is about a doctor. |
Other formats
Large print, easy read and other formats are available on request. If you cannot use the online form or email, call us on 07300 944955 and we will arrange another way.