We remain open and continue to provide services to our patients, with appropriate COVID-19 measures in place.  The safety of our patients and staff is our top priority.

How to leave feedback

medneo aims to provide the very best of care to you by offering services and facilities of the highest standard. We take any complaint extremely seriously and deal with them in accordance with our Complaints Management Policy. As well as resolving your problem, we would also hope to learn from your comments to improve our service in the future.

We will do our best to deal with any issues as soon as we can and would encourage you to discuss your concerns with a member of hospital staff whenever possible. However, if you do wish to take the matter further, your next step is to write a formal letter of complaint.

The Registered Manager will send a written acknowledgement within two working days of receipt of your complaint.

Your complaint will be thoroughly investigated by the Registered Manager and you will be sent a written response within 5 working days of the investigation being completed.

A resolution letter will be sent within 20 working days.

More serious complaints may require detailed investigation and in these circumstances we will keep in regular contact with you.

What will happen if I am still not satisfied?

If the Registered Manager is unable to resolve your complaint to your satisfaction, you will be advised in writing that your complaint has been escalated and referred to the Head of UK Operations.

The Head of UK Operations will send a written acknowledgement within two working days of receipt of your complaint and will conduct their own thorough investigation.

You will be kept informed of progress and will receive a written response within 20 working days.

If at this stage you are still not satisfied with the response, you will be advised in writing that the matter has been escalated to the Head of UK.

Whilst medneo will make every endeavour to resolve your complaint, if you feel we have been unable to do this, you can take the matter forward by writing to:

Parliamentary and Health Service Ombudsman
Milbank Tower
Milbank
London
SW1P 4QP

www.ombudsman.org.uk
E phso.enquiries@ombusdman.org.uk
T 0345 015 4033

Woman leaving feedback

If you to wish to make a formal complaint in writing, please write to the Registered Manager of the Centre concerned and outline in your letter:

  • the nature of your complaint
  • names and positions of any staff members involved (if you know them)
  • when the events took place
  • any action you may have already taken
  • what we can do to resolve your complaint