Version 1.1 (October 2026)
Medi-Forte values all feedback from our patients.
We aim to provide the highest quality of services, however we understand that some patients may not be completely satisfied.
This policy explains how to raise a concern about our private healthcare services, how we investigate it, and how to request a further review. We welcome feedback and use it to improve patient care and the service we provide.
Medi-Forte is committed to a fair, accessible and transparent complaints process. We will listen to concerns, investigate proportionately and respond respectfully. Making a complaint is free and will not result in discrimination, retaliation or any disadvantage in the provision of appropriate care. Patients may proceed directly to a formal complaint without first attempting informal resolution.
We will explain our findings in plain language. If we identify an error or a service failure, we will acknowledge it, offer an apology and explain how we will put matters right where possible.
You can complain in person to any member of staff, by telephone, by email or by letter. A form is optional. If you complain verbally, we will record your concerns and check that we have understood them correctly.
Complaints Manager: Rosie Aslan (Registered Manager) Mediwell North West Ltd trading as Medi-Forte
Please provide what you can. We will help you explain your concerns if necessary and will not refuse a complaint simply because information is missing.
Please avoid sending unnecessary sensitive information. If supporting records are needed, we will explain how to provide them securely.
Submit a complaint online
If you would like to submit a complaint using our patient complaint form, please use the link below.
We take patient confidentiality seriously. If you wish to make a complaint on behalf of another person, we normally require their written consent. The patient should sign an authorisation confirming that you may act on their behalf.
If the patient is unable to give consent because of illness, injury or incapacity, we may still be able to consider the complaint. Please explain the circumstances clearly in your covering letter so that we can assess whether you are an appropriate representative and what information we may share.
Without the patient's written permission, we cannot usually discuss their care or disclose confidential information, unless there is another lawful basis for doing so.
Depending on the scope of the authorisation provided, we may communicate directly with you, with the patient, or with both.
We hope we can sort out most concerns easily and quickly. Please raise concerns as soon as reasonably possible. Our policy is to consider complaints received within 12 months of the event or of you becoming aware of the issue.
We will consider later complaints individually, including reasons for delay, vulnerability and whether evidence is still available. If we cannot investigate all or part of a complaint, we will explain why and identify any matters we can still consider.
We will acknowledge your complaint within three working days of receipt. Working days are Monday to Friday, excluding bank holidays in England. The acknowledgement will identify your contact person, confirm our understanding of the concerns and outline the investigation and expected response date.
Our target is to issue a full written response within 20 working days of receipt. These are Medi-Forte service targets. If a case needs longer, we will explain the reason before the target date, provide a revised date and send progress updates at least every 10 working days unless you prefer another arrangement.
The Complaints Manager will appoint a suitably experienced investigator who is not the subject of the complaint. The investigation may include reviewing relevant records, obtaining staff accounts, speaking with you and seeking appropriate clinical advice. Staff involved will have an opportunity to respond, and relevant evidence will be preserved.
If another provider is involved, we will explain which organisation is responsible for each issue and coordinate the response where appropriate and lawful. We will continue to address matters within Medi-Forte's responsibility.
Our written response will address each concern, explain the evidence and findings, and identify any limitations. It will set out any apology, practical remedy or improvement, who will implement it and when. If no further action is proposed, we will explain the reason. It will also explain how to request a review.
If you remain dissatisfied, contact the Complaints Manager and explain which findings or aspects of the handling you dispute. We ask that review requests are made within six months of the stage one response. Later requests will be considered where there is a reasonable explanation for delay.
We will acknowledge your request within three working days and aim to provide a review response within 20 working days. The same arrangements for delay explanations and progress updates apply.
A director or appropriately qualified reviewer who was not involved in the original investigation will carry out the review. Where an internal conflict prevents a fair review, we will arrange a suitable external reviewer. The reviewer will examine the handling, findings and any new evidence, then explain whether the original decision is upheld or changed and any further action required.
We will use complaint information only for legitimate purposes, including investigation, resolution, safety and service improvement. Access will be limited to those who need it. We will explain any necessary external sharing and apply the relevant confidentiality and data protection requirements, including lawful disclosures for safeguarding or regulatory obligations.
Complaint files will be stored securely and separately from routine clinical records. Clinically relevant findings or changes to care will be recorded in the patient's clinical record where necessary. Complaint records will be retained and securely disposed of under our documented retention schedule and privacy notice, with longer preservation where required for an ongoing investigation or legal matter.
We recognise that a complaint can be distressing. Disagreement, persistence or criticism alone will not be treated as unreasonable behaviour. If threats, harassment or excessive contact seriously obstruct the process, a senior manager may introduce proportionate contact arrangements after considering reasonable adjustments.
We will explain the reasons, arrangements, duration and review process in writing, unless immediate safety measures are necessary. Restrictions will address behaviour and will not prevent consideration of the complaint, relevant new evidence or access to appropriate care.
The Registered Manager is accountable for this policy and the Complaints Manager coordinates cases. Clinical leads assess safety concerns; directors oversee review decisions and corrective actions. All employees and contractors must refer complaints promptly and cooperate with investigations. Deputies must cover absences so acknowledgement and response targets continue to be met.
The register will capture the issues, investigation, outcome, response dates, actions and completion checks. Management will review complaints quarterly for recurring problems and share learning with staff without unnecessary identifying information. The policy will be reviewed annually and sooner if services, guidance or independent review arrangements change.
Mediwell North West Ltd (trading as Medi-Forte) First Floor, Regents Court, Regents Place, 4 Windsor Street, Salford, M5 4HB Company number: 15753666 info@medi-forte.com