How to give feedback, raise concerns or make a formal complaint regarding Falck Medical Services.

We are committed to providing excellent customer care to the patients that we transport.  Overall the feedback we receive regarding our service is very positive however, we know that there are times when we do not always get things right.  On these occasions we welcome your feedback. 

By examining feedback it gives us a greater understanding of what is working well, and not so well, in the way we deliver care.  It allows us to identify areas of good practice, where lessons can be learnt and areas of concern where improvements can be made.  By raising concerns it may help to improve your experience as it is only by listening and understanding your concerns that we can make things better for you.

Who can I talk to if I have a concern?

If you have a problem whilst using our services, we would encourage you to speak to a member of staff who might be able to resolve your concern there and then or contact someone who can.  Our Site Managers are based within the hospital and can be easily located for you by any member of staff. Tell them what has happened and they will do their best to try and put things right as quickly as possible.

How do I make a formal complaint?

If all efforts to resolve your concerns have failed and you remain unhappy you can make a formal complaint.  To do this you can contact the Patient Experience Team.

The Patient Experience Team act independently from the front line colleagues when handling the concerns of a patient or a patient’s representative.  When resolving your complaint it may be necessary for them to refer to records that we have completed and contact others that have been involved however rest assured, only information relevant to your complaint will be reviewed and discussed with people who need to know.

Can someone complain for me?

If you do not want to deal with the complaint on your own, you can ask someone to make the complaint on your behalf.  We will need to get your permission before we can provide them with any information.

What is the time limit for making a complaint?

Please make a complaint as soon as possible as this gives us the best opportunity to fully investigate the issue for you.  If this is not possible, complaints should be made within 12 months of the date on which the matter occurred.  This time period can be extended in exceptional circumstances and if it is still possible to investigate the complaint effectively and efficiently.

Where can I get help and advice?

If you are not comfortable making a complaint or you need any support at any point during the complaints process, a local advocacy service may be able to help you.

Advocacy services provide a free independent and confidential service and support people who wish to make a complaint about the care they have received from the NHS amongst other things. 

There are several different providers of this service however, further information can obtained from one of the Patient Experience Team who will be happy to provide you with the necessary information, alternatively you can contact your local council or check their website for details of your local provider.

Will my complaint be kept confidential?

We can assure you that your care will not be negatively affected by the fact that you have made a complaint.  Records of complaints are not held with our booking records.

What happens after you have made a complaint?

When we receive your complaint we will contact you by telephone or in writing within 3 working days.  We will let you know how we will deal with your complaint and how long this process may take.  We will then investigate your complaint and when our investigation is complete, we will write to you with our findings and outcome.

How to contact us

Visit us:

Please ask any member of staff to contact the Medical Services Manager who is based at the site.

Call us:

020 3326 1326

Our dedicated Patient Experience Team are available Monday to Friday 9am – 5pm (except Bank Holidays)

Email us:

Write to us:

Patient Experience Team
Medical Services
Unit 65 Atcham Business Park

Our dedicated Patient Experience Team are available Monday to Friday 9am – 5pm (except Bank Holidays)

What if I am not happy with your written response?

If you are not entirely satisfied with the response to your complaint please let us know so that we can try and put this right.  We may decide that further investigation is required or we may suggest that a meeting would be appropriate.

If after this you still feel that your concerns are unresolved, you can contact the Parliamentary and Health Service Ombudsman (PHSO).  The PHSO is independent of the NHS and can help resolve a complaint if you feel it was not fully addressed by Medical Services. 

Parliamentary and Health Service Ombudsman

Millbank Tower
SW19 4OP

0345 015 4033

And finally…

We don’t just want to know when things go wrong, we also really want to know when we have done a good job so that this valuable feedback can be passed onto our staff.

Please feel free to contact us with any compliments, comments or suggestions.

Pleased? Tell us about it

Unhappy?  Let’s resolve it together