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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 at the time 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 mg.quality@nhs.net or writing to the following address: 

For the attention of the Quality Team
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 in our Comments, Complaints and Compliments Information leaflet, tailored for each area we cover:

Additional Help and Support

Patient Advice and Liaison Service (PALS):

PALS can help if you need to turn to someone for help or advice about the care provided, please call PALS in confidence. If you need help with your complaint, please see the information below by area:

* Please note from 1st February 2021 for approximately 9 months, these PALS services will be handled by the Swindon service.

Advocacy Services:

Local, free and independent advocacy services, however they may be restricted by funding:

Healthwatch:

The independent national champion for people who use health and social care services. Visit www.healthwatch.co.uk/help-making-complaint.

Your local Healthwatch is there to listen to what you like about services and what you think could be improved:

The Parliamentary & Health Service Ombudsman

If you are not satisfied with the way in which we have dealt with your complaint, you have the right to request an independent review. The review is carried out by the Parliamentary and Health Service Ombudsman as they are a body independent of both the Government and the NHS.

Address: Millbank Tower, Millbank, London, SW1P 4QP
Helpline: 0345 015 4033. Online: www.ombudsman.org.uk/making-complaint

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