Receiving feedback from our patients who have used our services enables us to learn from your experiences whether they are good or bad. 

If you do feel that you haven't received the service that you were expecting or if there's anything you feel unhappy about please contact us:

Clinical Governance Team
Integrated Care 24 Ltd
The Long Barrow
Orbital Park
Ashford
Kent
TN24 0GP

Tel: 01233 505450 option 1

Email: Complaints.ic24@nhs.net

The Complaint Process

When the clinical governance team have received your feedback we will contact you via phone or letter to acknowledge receipt and to let you know that we will begin a thorough investigation. Your feedback will then be passed to our operational and clinical managers to investigate. Following our investigation, the clinical governance team will be provided with a report based on the findings. The clinical governance team will then send you a formal response, highlighting what happened, why it happened and what actions will be undertaken by our teams if necessary to prevent a re-occurrence. We will always offer you the opportunity to talk about your concerns with our Senior team.

The formal complaints procedure can take up to 25 working days. Many complaints, however, can be dealt with more quickly over the phone and can be a more informal process. All complaints are dealt with in accordance to the NHS Complaints Regulations 2009. We are fully committed as an organisation to ensure that all information is treated with the strictest confidence. If you are not the patient, then it will be necessary for the patient or the patient's next of kin to provide written consent for us to investigate the complaint. This ensures that we abide by the strict guidelines of the Data Protection Act (1998) which protect patient confidentiality.

If you are not satisfied with the outcome of the complaints procedure, you have the right to ask for further investigations as well as a local resolution meeting. If you would still like to pursue the matter after further investigation, you can approach The Parliamentary and Health Service Ombudsman to investigate your complaint. 

If You're Unhappy with the Outcome

IC24 are aware that sometimes patients may be unhappy with the complaints process. If you still feel that we haven't addressed your concerns you can contact the Parliamentary and Health Ombudsman. The role of the Parliamentary and Health Ombudsman is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations and the NHS in England. They work to put things right where they are able to and to share lessons learned to improve public services. The service is a free service and is open to everyone. You can contact the Parliamentary and Health Ombudsman in the following ways:

View their website: www.ombudsman.org.uk

You can call their Helpline: 0345 015 4033