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How to Complain

How to Complain

Medvivo takes great pride in the quality of services we deliver. However we recognise that occasionally things do not go according to plan.

We value your comments and would like to hear from you when things go wrong - and right! Your feedback gives us an opportunity to review how we do things and to look at what we can do to make improvements.

How do I make a complaint?

In the first instance we would encourage you to discuss your complaint with a member of staff so that immediate action can be taken to address your concern.

If you prefer not to raise your complaint with the staff involved in your care, please get in touch with us by either calling 0800 6444 200, emailing info@medvivo.com or writing to the attention of the Medical Director at the following address: 

Medvivo Group Ltd.
Fox Talbot House
Greenways Business Park
Chippenham
Wiltshire
SN15 1BN

Please note: The NHS is currently experiencing unprecedented demand due to COVID-19. The extreme pressures on our services require our clinicians to undertake patient care in order that we manage patients safely and effectively. Whilst we acknowledge your concerns are important, we do anticipate our response time for all complaints to significantly exceed our usual 25 working day timeframe. We will therefore endeavour to respond to your concerns in due course.

Read more about how you can help us continue to develop and improve our services with your comments, complaints and compliments in our Comments, Compaints and Compliments Information leaflet:

Cover image of Complaints Leaflet

Advocacy Services:

seAp Wiltshire

A local, free and independent advocacy service is also available to help you make a complaint about any aspect of your NHS care or treatment.

Tel: 0300 343 5733
Email: wiltshire@seap.org.uk
Website: www.seap.org.uk
Text: 80800 keyword SEAP

Healthwatch Swindon

Independent advice, help and support to those wishing to make a formal complaint about the NHS.

Address: Swindon Advice and Support Centre, Sanford House, Sanford Street, Swindon SN1 1QH
Tel: 01793 497777
Email: info@healthwatchswindon.org.uk 

seAp Bath and North East Somerset:

Tel: 0300 013 4762
Email: BathNES@seap.org.uk

PALS

A Patient Advice and Liaison Service (PALS) is available if you need to turn to someone for help  or advice in confidence about the care provided.

Wiltshire

Tel: 0300 123 2103
Email: WCCG.complaintsandpals@nhs.net
Website: www.wiltshireccg.nhs.uk/have-you-say/patient-advice-and-liaison-service

Swindon

Tel: 0300 200 8844
Email: feedback.swindonccg@nhs.net

Bath and North East Somerset

Tel: 0300 013 4762
Email: BSCCG.Feedback@nhs.net

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