Complaints or concerns to Livi:
If you are not satisfied with the care you received or you have any concerns, we would like to know about it. Please fill out our Feedback Reporting Form with details of your complaint. We acknowledge all complaints within 72 hours and aim to respond within 20 days.
If you have an urgent matter or if your question concerns a GP appointment that already has taken place, we would ask you to contact us directly by phone.
Complaints to an external authority:
If you have followed the procedure above and are unsatisfied with the outcome, or you feel you can't raise the complaint with us, you have the possibility to direct your complaint to NHS England by sending an email to england.contactus@nhs.net or via:
Phone number: 0300 311 22 33
Address: NHS England, PO Box 16738, Redditch, B97 9PT
In case you need help with making your complaint, you can get in touch with NHS Complaints Advocacy. In case you feel vulnerable or need support, you can get in touch with the advocacy service VoiceAbility.
Phone number: 0300 330 5454
Text message service: 0786 002 2939
Further authorities to contact:
If both Livi and NHS England are not able to help you with your complaint, you can appeal to the Parliamentary and Health Service Ombudsman who investigate complaints about the NHS in England.
Email: phso.enquiries@ombudsman.org.uk
Phone number: 0345 015 4033
Text message service: 0300 061 4298
Address: The Health Service Ombudsman for England
Millbank Tower, Millbank London SW1P 4QP
If patients from Scotland would like to make a direct complaint to Healthcare Improvement Scotland they can using this contact information:
Programme Manager,
Independent Healthcare Services team,
Healthcare Improvement Scotland,
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342 (10am-2pm, Monday to Friday)
Email: his.ihcregulation@nhs.scot