Feedback

Please tell us your suggestion or complaint as soon as possible, as this is when the details are easiest to remember, and we can implement a solution sooner.

You can make a suggestion by completing a ‘Your Feedback’ card available at your centre, or in the same way as a complaint outlined below.

We take patient concerns seriously and strive to address them promptly. In most cases, concerns about a patient’s care can be resolved at the time of treatment or consultation by letting a member of our team know immediately. There are several other ways you can make a complaint, including:

• speaking to one of our managers in person
• speaking to one of our managers over the phone
• writing an email or letter

We encourage serious complaints to be made in writing in a letter or email addressed to the Operations Manager of the centre where you have received care. You can find our contact details below.

To help us handle your complaint quickly and effectively, please:

• Clearly outline the sequence of events
• Include dates and descriptions of the events, phone calls, letters or meetings that have taken place
• Include any suggestions for how we can improve our service in response to your complaint
• Indicate whether you would like a response to your complaint. If so, kindly provide your contact details

While anonymous submissions are accepted, we encourage you to provide your contact details. This allows us to work with you to ensure the best result is achieved.

If you have provided your contact details, we aim to acknowledge your complaint within two working days of when it is received. For complaints requiring further investigation, we aim to provide a formal response within 20 working days. This will outline the findings of the investigation and any processes we may implement to improve our service.

We respect your privacy and understand that your complaint may be sensitive or of a personal nature. Our managers are trained to handle your complaint in a discrete and professional manner.

If you would like to learn more, please read Icon’s Privacy Policies.

Making a complaint can be stressful, so having support from family, friends or a carer may help you cope. A support person is welcome to help prepare information and accompany you at meetings where your complaint is discussed.

We strive to provide you with the highest level of service. If for any reason you are not satisfied with how your complaint has been handled or the final outcome, you can escalate it by contacting the Information Commissioner’s Office