Feedback

Patients are at the heart of everything we do at Medefer and we want to hear from patients about their experiences with us.

Your feedback helps us to improve what we do, so we welcome all feedback — both what worked well and what didn’t.

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

You can send us your feedback in writing either via email: patients@medefer.com
or via letter to the below address:

Patient Care Team
Medefer Limited
Unit 1, Floor 1,
89-93 Fonthill Road,
London N4 3JH

Or you can call us on 08000 112 113

If you have recently been under the care of Medefer, you can also click the button below to provide us with feedback on your experience with our service:

Friends & Family Feedback
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Making a complaint


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How can I make a complaint?

Despite our efforts, we realise we may not always get everything right, and if the service you have received has not met your expectations we want to know so we can improve how we do things in future.

If you feel that the service you have received could be improved, please email our Patient Care Team at admin.medefer@nhs.net.

We will get back to you to find out what we can do to put things right.

You can also call 08000 112 113 between 8am and 6pm, Monday-Friday.

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.

You can raise your complaint to us by sending via email to admin.medefer@nhs.net or you can write to:

Patient Care Team
Medefer Limited
Unit 1, Floor 1,
89-93 Fonthill Road,
London N4 3JH

You can also call 08000 112 113 between 8am and 6pm, Monday-Friday.

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What happens if I raise a complaint?

If you have made a formal 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
  • Agree with you a timescale within which we will give you our response
  • We will 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 Experience Team you can request an internal review by writing to the Medical Director:

Medical 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 Medical Director.

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Can I get help to make a complaint?

If you need support to make 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 NHS Complaints Advocacy.

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What if I am still not happy with the response to my complaint?

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.