Giving Feedback

Listening… Acting… Improving

At Nova Healthcare, we take complaints seriously. If something goes wrong, we aim to acknowledge it, resolve it quickly where possible, and learn from your feedback to improve our services.

We will investigate your concerns with those directly involved in your care and respond as promptly as possible.

How to raise a concern or complaint

1. Speak to a member of staff
If you are unhappy with any aspect of your care—even a small issue—please tell any member of staff. We will try to put things right immediately.

2. Contact the Senior Management Team
If the issue cannot be resolved promptly, or you remain dissatisfied, the Senior Management Team is happy to speak or meet with you to address your concerns.

3. Submit your complaint in writing
You can write to us at:

Complaints Department
Nova Healthcare
Level 4, Bexley Wing
Leeds Cancer Centre
Beckett Street
Leeds LS9 7TF

Complaints should usually be made as soon as possible and within six months of the event. In certain circumstances, this time limit may be extended if an investigation is still possible.

What happens after you make a complaint?

• We will acknowledge your complaint within three working days.

• An investigation will be carried out, and we aim to provide a written response within 20 working days.

• If the investigation takes longer, we will keep you informed.

• We review complaints carefully to learn from them and, if appropriate, improve our practices.

Independent review

If you are still dissatisfied after using our local complaints procedure, you may request an independent review from:

Independent Sector Complaints Adjudication Service (ISCAS)
70 Fleet Street, London EC4Y 1EU
Tel: 020 7536 6091 | Email: info@iscas.org.uk | Web: www.iscas.org.uk

This must be done within six months of receiving our final response. ISCAS will guide you through their investigation process.

Complaints about NHS-funded care

If your care at Nova Healthcare was funded by the NHS:

• You may complain to Nova Healthcare, or

• The NHS Commissioning Board, or your local Clinical Commissioning Group (CCG).

We will work with these bodies to resolve your concern. Addresses can be provided on request.

If you are still unhappy after exhausting Nova Healthcare’s local process, you may contact the Parliamentary and Health Service Ombudsman:

• Website: www.ombudsman.org.uk

• Phone: 03450 154033 (Mon–Fri, 8:30am–5:30pm)

• Email: phso.enquiries@ombudsman.org.uk

• Fax: 03000 614000

• Mail: Millbank Tower, Millbank, London SW1P 4QP

Care Quality Commission

Nova Healthcare is regulated by the Care Quality Commission (CQC), which monitors compliance with the Health and Social Care Act 2008.
Contact the CQC via their website at www.cqc.org.uk or by post:

Care Quality Commission
National Customer Service Centre
Citygate, Gallowgate
Newcastle Upon Tyne, NE1 4PA

Finally, should you have any questions or comments in relation to how your concern/complaint is dealt with, then please do not hesitate to contact the Clinic Manager on 0113 206 7503.