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making comments, compliments, and complaints

We do our best to make sure that your visits with us are as comfortable as possible, and that everyone is provided with excellent personal and professional care.

There may be times when your expectations are not met. So we’d like to know of any feedback you may have – both good and bad – regarding the care and service that you experienced with us, so that we can keep on improving.

How to give your feedback

We encourage patients to provide feedback on our service by using our patient feedback survey or Friends and Family Questionnaire. These questionnaires are available at all of our clinic sessions and can be provided to all our patients at the end of their appointment.

The feedback we receive from these surveys remain anonymous and is reviewed monthly as well as quarterly. This information is used to identify any changes that need to be made to the service we offer. 

If you prefer, you can call the service manager on the number on your appointment letter. If you do not wish to feedback directly to the service manager, you can contact the Newmedica Governance Team on 0207 871 6600. They will be able to contact the right individual to deal with your concern so that we can deal with any feedback and resolve any issues as quickly as possible.

Alternatively, you can write to us at:

Governance Team
Castleworks
21 St George’s Road
London SE1 6ES 

Or email your feedback directly to:

newmedica.governance@nhs.net

Complaints policy

Our complaints policy ensures your concerns are investigated and that you are given a full and prompt reply. Any complaint that we receive is treated in confidence. We undertake to investigate all complaints courteously and sympathetically and to provide a rapid response. All comments and complaints are taken seriously, regardless of their nature.

For more information, or for advice on how to get a satisfactory response for your concerns, download our informational leaflet below:

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