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As a company, we work hard to make sure our patients are treated fairly and with respect and we want to hear about any aspects of the services our patients experience.

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We welcome comments and compliments/appreciations about the services that we provide.

 

As well as being told when we do things well, we also need to know when things don’t go so well. We understand the importance of learning from people’s experiences and so we welcome all feedback. When something has happened and you feel something should be done about it, you can support us by letting us know what the problem is as soon as possible.

 

We have procedures so that your complaint can be properly looked into and you can be given a considered response. A formal complaint can be made to us by the following method.

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How to make a complaint

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By email:
invictusmedicalservices@gmail.com

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(If you do not have access to the internet please contact us on : 07983 677800 and we will arrange for you to be able to submit your complaint by post)

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What we will need from you

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If you wish to make a complaint about the service provided by us please supply the following information in the first instance:

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• Your full name, address and contact details e.g. phone number and email address

• The patient's name (if you are complaining on behalf of someone else)

• The full/exact incident location

• The date and time of the incident

• The reason for your complaint.

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On receipt of your complaint we will send you an acknowledgement email within three working days.

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We will endeavour to provide a full written response within 25 working days. Many complaints are complex and need more detailed investigation in order to provide a full and thorough response, and so where 25 days or less is not possible, we will keep you updated.

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Consent

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We can receive complaints from relatives, carers or friends of patients. Patients have the right to confidentiality, so where a response may breach patient confidentiality, consent will always be sought from the patient before a response is issued.

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We will also need proof of the complainant’s identity (e.g. copy of their passport, driving licence and utility bill for proof of address). Where the patient is under 16 years old, we will need their representative (e.g. parent) to sign a consent form.

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Where the patient lacks capacity to give their consent, we will need their next of kin to sign a consent form and proof of next of kin (e.g. power or letter of attorney), as well as proof of the complainant’s identity.

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Where the patient has passed away, we will need the next of kin to sign a consent form and a copy of Grant of Probate or Letter of Administration (if there is no will) or a copy of the death certificate, as well as the complainant’s proof of identity.

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Please find a downloadable 'consent form' below.

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What can you do if you are still dissatisfied

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We hope that we are able to respond to the issues raised in your complaint in an appropriate way. We are keen to learn from the way in which we manage all complaints to try and develop and improve our services.

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If you are unhappy about our response, or feel that we have not answered the points that you have raised, you should in the first instance refer them back us, so that all appropriate attempts can be made to resolve them.

 

If you are still dissatisfied, you can contact the Care Quality Commission on telephone number 03000 616161 or email enquiries@cqc.org.uk. Further information about the Care Quality Commission is available at www.cqc.org.uk .  

 

Discrimination

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We encourage everyone to be open and honest about any concern they may have. Any feedback you provide will be treated confidentially and sensitively.