Patient Feedback

Friends and Family Test

We will publish data on our monthly friends and family test results and share some of the actions we have taken to improve our services. We encourage patients to submit Friends and Family Test feedback after every appointment. If you would like to raise a concern then please view our feedback and complaints section below.

Friends and Family Test Monthly Results 2025

We received 1540 responses to Friend and Family Test surveys in 2025

How you rated our service

Very good – 1354 responses (87.9%)
Good – 114 responses (7.4%)
Neither good nor poor – 29 responses (1.9%)
Poor – 21 responses (1.4%)
Very poor – 22 responses (1.4%)

January – 90% positive, 6% negative
February – 92% positive, 3% negative
March – 97% positive, 0% negative
April – 95% positive, 4% negative
May – 96% positive, 3% negative
June – 94% positive, 4% negative
July – 98% positive, 2% negative
August – 97% positive, 2% negative
September – 100% positive
October – 94% positive, 3% negative
November – 95% positive, 4% negative
December – 97% positive, 1% negative

Thank you for feedback and comments!

Friends and Family Test Results 2024

We received 1454 responses to Friend and Family Test surveys in 2024

How you rated our service

Very good – 1226 responses (84.3%)
Good – 138 responses (9.5%)
Neither good nor poor – 22 responses (1.5%)
Poor – 31 responses (2.1%)
Very poor – 35 responses (2.4%)

Monthly breakdown

January 2024 – 93% positive, 6% negative
February 2024 – 89% positive, 10% negative
March 2024 – 92% positive, 6% negative
April 2024 – 94% positive, 4% negative
May 2024 – 91% positive, 7% negative
June 2024 – 94% positive, 4% negative
July 2024 – 93% positive, 5% negative
August 2024 – 98% positive, 2% negative
September 2024 – 96% positive, 4% negative
October 2024 – 95% positive, 1% negative
November 2024 – 96% positive, 2% positive
December 2024 – 96% positive, 4% negative

You Said and We Did!

In January 2025 – we received feedback regarding instances where clinicians called patients later than their appointment time. We try to contact patients as close to the appointment time as possible but unfortunately it is not always possible. To try and mitigate some of the inconvenience to patients we are introducing sending a SMS to you to keep you informed should a clinician run behind schedule by 30 minutes or more.

Patient Feedback and Complaints

There are many others way to share your experiences with us. More information is available on the NHS Website and you can also leave us a Google review. For details on raising a complaint see below.

Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Imperial College Health Centre. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager, Jacquie O’Connor Practice Manager. If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England
PO BOX 16738
REDDITCH
B97 9PT
03003 112233
england.contactus@nhs.net

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to imperialcollege.hc@nhs.net

Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The Practice Manager will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint

Investigating complaints
Imperial College Health Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality
Imperial College Health Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints
Imperial College Health Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

Final response
Imperial College Health Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Advocacy support

POhWER support centre can be contacted via 0300 456 2370
Advocacy People gives advocacy support on 0330 440 9000
Age UK on 0800 055 6112
Local Council can give advice on local advocacy services

Further action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank
LONDON
SW1P 4QP
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033 www.ombudsman.org.uk