Improving the outpatient experience is at the core of everything we do at Medefer.

To meet this aim we strive to provide a caring, quality, and expedited service. We always welcome your feedback on our service—what you appreciated most and where you identify room for improvement.

All feedback will go toward improving the services we deliver to current and future patients.

Contact us

You are welcome to use this form to submit your compliment, suggestion or complaint. If you are not sure about any aspect of our service or would like to speak with someone on the phone please call 08000 112 113 from 8am to 6pm, Monday-Friday.

Please refrain from including any sensitive OR clinical data.

Name *
Name
Phone
Phone
If you would like us to be able to call you, please leave us the best number on which to reach you.
For example, you could include what about your experience with Medefer was good and what needs improvement.
 

Compliments and suggestions

If you would like to express appreciation or make a suggestion, please email admin.medefer@nhs.net. You can also write to:

Medical Director

Medefer Limited

Unit 1, Floor 1,

89-93 Fonthill Road,

London N4 3JH

Making a complaint

We may not always get it right and if the service you have received has not met your expectations, we would like to know why so we can understand how to further improve.

If you feel that the service you have received has not lived up to our high standards, please call 08000 112 113 between 8am and 6pm, Monday-Friday, to speak to a member of our team. We take all feedback, comments and complaints seriously regardless of their nature and will try to resolve any problems as quickly as we can.

If you are still not satisfied, you can make a formal complaint — see our patient information leaflet: “How to make a complaint”. Doing so would not affect your care in any way.

Raising concerns in writing

We understand that some complaints are easier to explain in writing, especially if you feel you were unable to talk about your experience face-to-face.

You can raise concerns to us by sending an email to admin.medefer@nhs.net or you can write to:

Patient Engagement Team

Medefer Limited

Unit 1, Floor 1,

89-93 Fonthill Road,

London N4 3JH

What happens next?

If you have made us aware of a complaint we will:

  • Contact you to confirm we have received a complaint within two working days;

  • Agree with you a plan on how the complaint and investigation will proceed. We will also agree with you a timescale within which our response will be met;

  • Investigate the concerns raised and send a reply within 20-28 working days or the agreed timescale (depending on the complexity of your concerns).

We take all complaints extremely seriously and have dedicated professionals on hand to investigate and resolve them as best we can. However, if you are unhappy with the response you receive from our Patient Engagement Team you can request an internal review by writing to the Managing Director:

Managing Director

Medefer Limited

Unit 1, Floor 1,

89-93 Fonthill Road,

London N4 3JH 

Your comments will be re-investigated by a senior manager and the outcome will be reviewed by the Managing Director. A final response will be written to you personally by the Managing Director.

If you need help with making a complaint

The NHS Complaints Advocacy Service is a free and confidential service which is independent of the NHS. This service can provide options and support you with raising a concern or complaint if you are unhappy with the service you have received from the NHS. 

The service can support with helping to draft letters of complaint, attending meetings relating to your complaint, or to talk through the options you have available to you.

For more information, please see the NHS Complaints Advocacy website.

The Parliamentary and Health Service Ombudsman

If you are dissatisfied with the outcome of our investigation into your complaint, you may request an external review of your complaint from the Parliamentary Health Service Ombudsman (PHSO). 

The Ombudsman can be contacted at:

The Parliamentary Health Service Ombudsman

Millbank Tower

Millbank

London SW1P 4QP

For more information, please see the Parliamentary Health Service Ombudsman website.

Leaving feedback on NHS Choices

You can also express appreciation or make a suggestion on the Medefer NHS Choices website.

Make a difference by joining our Patient Participation Group

Interested in helping us improve our service? If so, please join our online Patient Participation Group (PPG). Patients in this group act as an important link between our patients and our service and work with us to improve how we meet our patients' needs by sharing their feedback, ideas, and suggestions.

If you are interested in joining our PPG, please email us at admin.medefer@nhs.net. Note that only patients that have participated in the Medefer service are eligible to join our PPG at this time.