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Patient Information

Information for patients Using iPS Services

Our patient information provides details of who we are and what services we provide. It also provides links to other useful information such as our patient guide and privacy policy.

Call: 03456 252 252
contact@theips.co.uk

Company Information

The Independent General Practice (IGP) is a company that provides online and in clinic private healthcare services to individuals, families & businesses.

Registered Company Name:
The Independent General Practice Ltd.

Company Registration Number:
5122019

Registered Company Address:
Radnor House,
Greenwood Close,
Cardiff Gate Business Park,
Cardiff.
CF23 8AA

Administration Address:
Oaktree House, Oaktree Court,
Mulberry Drive,
Cardiff Gate Business Park,
Cardiff.
CF23 8RS.


The Independent General Practice Ltd. is also the registered business name for the following branches and services:

  • The Independent General Practice (IGP) - Private GP Services

  • The Independent Physiotherapy Services (IPS) - Physiotherapy Services

  • Ipsum health - Occupational Health Services

  • IGP Treatments Clinics (IGPTC) - Cosmetic Treatments Services

  • IGP Online - Online Healthcare Services

  • Feedback

    If you would like to read our reviews or leave feedback on your experience of using our services you can submit it via our reviews page or online anonymous feedback form.

    Feedback

    Formal Complaints Procedure

    Stage 1

    In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

    You can expect your complaint to be acknowledged within 7 working days of receipt. You should get a response and an explanation within 20 working days.

    Our contact details can be found on the Contact Us part of the IGP Website.

    Stage 2

    If you are not satisfied with the initial response to the complaint, you can write to IGP's Practice Manager and ask for your complaint and the response to be reviewed. You can expect the Practice Manager to acknowledge your request within 7 working days of receipt and a response within 20 workings days.

    IGP's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

    Final Stage

    If you are not satisfied with the subsequent reply from IGP's Practice Manager, then you have the option to seek independent adjudication from the Independent Sector Complaints Adjudication Service (ISCAS).

    This stage is only available to complainants who remain dissatisfied once Stage 1 and Stage 2 are exhausted.

    A complainant should then request the Adjudication by writing to the Secretariat:

    Independent Sector Complaints Adjudication Service
    Centre Point
    103 New Oxford Street
    London
    WC1A 1DU

    This written request for adjudication must be made within twenty-five days of the final determination by IGP at Stage 2. The complainant at Stage 3 should provide reasons to explain the dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation from IGP that Stage 2 has been completed.

    The ISCAS Secretariat will notify the IGP of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from the IGP relevant to the complaint and a report will be made to the complainant and the IGP.

    Additional information for patients about ISCAS can be found at:

    https://iscas.cedr.com/patients/complaints-process/

    The Healthcare Inspectorate Wales

    Some healthcare services are required to be registered by the Healthcare Inspectorate Wales (HIW) which regulates Health and Adult Social Care Services in Wales. The HIW does not investigate complaints but considers relevant information about practice providing regulated activities within the terms of the legislation. They can be contacted at:

    Healthcare Inspectorate Wales
    Government Buildings
    Rhydycar Business Park
    Merthyr Tydfil
    CF48 1UZ

    Relevant websites:

    The Independent General Practice: www.theigp.co.uk

    Independent Sector Complaints Adjudication Service: www.iscas.cedr.com

    Health Inspectorate Wales: www.hiw.org.uk

    Privacy Policy - Managing your information

    The Independent General Practice (IGP) is committed to protecting the privacy and security of personal data and we want you to feel assured about any information that you provide. This privacy policy notice explains how IGP uses information that we collect about you and your rights in relation to processing that information.

    It is important that you read this notice, together with any other documents we may provide when we are collecting or processing personal information about you, so that you are aware of how and why we are using such information.

    Privacy Policy

    Privacy Policy

    We use cookies to improve you experience and deliver personalised content. By using this website, you agree to our privacy policy.

    Privacy Policy

    The Independent Physiotherapy Service

    IGP Online Logo