At Care we want to make sure that all of our patients have the best possible experience and if you’ve had great service then we’d love to hear your comments.We always share positive feedback and it means a lot to our teams to know they’ve done a good job. Unfortunately things do sometimes go wrong and when that happens we want to hear about that too.
Our questionnaires are a great way of capturing your feedback and will be given/sent to you after your consultation and/or at the end of your treatment. If you prefer not to use the questionnaire as a way of providing compliments, please contact the Clinic Director instead. Compliments about staff are always fed back to the person mentioned, through their line manager.
If you have a concern please talk to any member of the team straight away so that we can try and put things right without delay. If the person you share your concerns with can’t help then they will make sure that they find someone who can help.
If your concern is serious then you can make a complaint to any member of the team or in writing as set out below. They will arrange the senior member of the relevant team to look into your complaint and get back to you.
Tell us the details of your complaint and, if possible, how we can put things right. It would also be useful if you let us know how you’d prefer us to contact you – we want to make sure we communicate with you in the most effective way.
We want to manage complaints effectively and fairly and to make sure we can do that we’d ask that you alert us to a problem as soon as possible. If a complaint is raised 12 months or more after the issue is identified then it can be difficult to fully investigate and we may decide that we can’t look into the complaint.
How to complain
To make a complaint you should speak, email or write to your clinic: contact details for your chosen Care Clinic can be found below.
Your complaint should ideally include:
- Your name and date of birth so that we can reliably identify you on our system and your preferred method of communication (i.e. email, letter, telephone, or face to face meeting).
To help us respond to your complaint, please provide as much information as possible. This can include who or what event has caused you to complain, any action that has already been taken, and if possible, what you would like to happen.
Complaining on behalf of someone else
Very strict rules apply to our patients’ confidentiality and if you are complaining on the behalf of someone else, we have to know that you have their permission to do so. We will require confirmation of their consent in writing from the person concerned before we can disclose their personal health information to you.
Contact Your Care Fertility Clinic
Care Fertility Bath
Roman Way, Bath Business Park,
Peasedown St John, Bath, BA2 8SG
Care Fertility Birmingham
27 Highfield Road, Birmingham, B15 3DP
Care Fertility Chester
Fertility & Conception Unit, First Floor Womens &
Childrens Building, Countess of Chester Hospital, Liverpool Road, Chester, CH2 1UL email@example.com
Care Fertility Leeds
Seacroft Hospital, York Road, Leeds, LS14 6UH
Care Fertility Liverpool
8 Prince’s Dock, Pier Head, Liverpool, L3 1DL
Care Fertility London
Park Lorne, 111 Park Road, London, NW8 7JL
Care Fertility Manchester
108-112 Daisy Bank Road, Victoria Park,
Manchester, M14 5QH
Care Fertility Northampton
67 The Avenue, Cliftonville, Northampton, NN1 5BT
Care Fertility Nottingham
John Webster House, 6 Lawrence Drive,
Nottingham Business Park, Nottingham, NG8 6PZ
Care Fertility Sheffield
24-26 Glen Road, Sheffield, S7 1RA
Care Fertility Tamworth
Tamworth House, Ventura Park Road,
Tamworth, Birmingham B78 3HL
Care Fertility Tunbridge Wells
Amberley House, 9 Queens Road,
Tunbridge Wells, Kent, TN4 9LL
Care Fertility Woking
Nuffield Health Woking Hospital,
5 Hill View Rd, Woking, GU22 7HW
What you should expect from us
We will send a written acknowledgement of your complaint to you within 3 working days. We will most likely want to contact you to discuss your complaint and to explain the next steps. We often offer the opportunity to meet with the relevant staff to discuss your complaint, and we really encourage a meeting: the Care clinic teams need to understand when things are not as they should be and will value an opportunity to understand and make things right.
Depending on the type of complaint it will be referred to the most appropriate senior team member to investigate. Once the investigation is complete, they will contact you to explain their findings within 20 working days. If there is a delay in completing the investigation, will send an update on the progress.
If you do not feel your complaint has been resolved after having a response from the Care team at this first stage, we can arrange for you to meet with or have a further review of your complaint by the Clinic Director. Your continued concerns will again be acknowledged, reviewed and the findings shared within 20 working days.
Care aims to be open so if there is a problem with your treatment or care we will tell you honestly what has happened as soon as we can. We will give you information, try to answer your questions and tell you what we are doing to put the matter right.
If you still feel that we have been unable to resolve the complaint, then you can contact CARE’s Chief Executive Officer or one of the independent bodies.
Human Fertilisation & Embryology Authority
Helpline: +44 (0)207 291 8200
Care Quality Commission (CQC)
Helpline: +44 (0)300 061 6161
For patients with NHS funding:
The Parliamentary and Health Service Ombudsman
If you have any queries about whether the Ombudsman will be able to take up your case, please contact the helpline: +44 (0)345 015 4033
Tel: +44 (0)300 311 22 33
CARE will ensure that all documentation is made available to the external investigating agency, with your agreement, when requested.
Advocacy and support organisations
The following organisations can be contacted for support and advice:
For NHS funded patients
Patient Advice and Liaison Services (PALS)
To find your nearest PALS office use the NHS Choices Website
NHS Complaints Advocacy
Helpline: +44 (0)300 330 5454