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Patient Complaints Information

Medical Wellness strives to provide the best possible service for our patients. We know that sometimes things still go wrong, or fall short of what you expected. If that happens, we would rather hear about it than not.

We treat complaints and concerns as opportunities to learn, adapt, improve and provide better services. Making a complaint is a reasonable thing to do, and it will not affect the care you receive.

If you raise a concern with us, we will:

  • listen to your complaint or concern

  • respond with a clear plan of action, and support you through it

  • improve the service as a result

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How to make your complaint

 

Please put your complaint in writing to Dr Vas Kavadas, Medical Director, as soon as you reasonably can after the event. Writing it down helps us understand exactly what happened and makes sure nothing is lost along the way. If you would rather speak to us first, that is fine — call and we will talk it through with you.

You can reach us:

  • By email: info@medwellness.co.uk

  • By phone: 07860 936668, Monday to Friday, 9am to 6pm

  • By post: Medical Wellness, First Floor (above Oxfam), 75a High Street, Yarm, TS15 9BG

Any complaint you make, written or verbal, will be treated in strict confidence.

Someone else — a family member, a friend, or an advocate — may make a complaint on your behalf if you would prefer that. Where a complaint involves confidential medical information, we will need your written, signed authorisation before we can discuss your records or your treatment with them.

If your complaint is of a nature you feel unable to discuss to seek resolution with Dr Kavadas directly, an independent external colleague will be appointed to lead the investigation. Medical Wellness is a single-doctor practice, so we recognise that the person a complaint is about may also be the person who would otherwise look into it. That is why this route exists, and you are entitled to ask for it from the outset — you do not need to give a reason.

 

What happens next?

 

We will acknowledge your complaint within two working days.

We will then look into what happened and aim to give you a full response within the next 21 working days. If the investigation is going to take longer than that — for example, because we need information from someone else — we will tell you, explain why, and keep you updated until it is resolved.

As part of looking into your complaint, we will:

  • make sure you receive an apology

  • find out what happened and what went wrong

  • make it possible for you to discuss the problem with those concerned

  • keep you informed of progress

  • identify what we can do to prevent the problem recurring

This applies to any aspect of your treatment or of the service around it — clinical care, prescribing, appointments, communication, billing or administration.

 

Getting further help with your complaint

 

If a resolution cannot be reached within the practice, Dr Kavadas will seek an external clinical colleague and / or an adjudication service to help resolve matters.

You may also contact the Care Quality Commission, if you feel that your complaint is not being dealt with in a satisfactory manner, on 03000 616161 (Monday to Friday, 8.30am to 5.30pm, excluding bank holidays), or through cqc.org.uk.

(Note: the CQC will not arbitrate in a complaint but require the provider to make their (CQC) contact details available to the service user.)

 

Our clinics

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  • Yarm: First Floor (above Oxfam), 75a High Street, Yarm, TS15 9BG

  • Harrogate: Room 4.07, Windsor House, Cornwall Road, Harrogate HG1 2PW, within HGFace

 

About us

 

Medical Wellness is a trading name of Medical Weight Care Ltd, company number 14337133, registered in England and Wales. Registered office: Suite 4.07, Windsor House, Cornwall Road, Harrogate HG1 2PW.

Medical Weight Care Ltd is regulated by the Care Quality Commission. Our sole clinician is Dr Vas Kavadas, GMC 4298348.

Last updated: 26 August 2026

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