Complaints

Complaints Procedure

We always try to give you the best service possible but there may be times when you feel this has not happened.

Our complaints team aims to respond to all complaints both promptly and courteously. Our procedure is not able to deal with questions of legal liability or compensation.

We hope you will use it to allow us to look into and, if necessary, put right problems you have identified or mistakes that have been made.

If you wish to make a complaint please contact our Complaints Coordinator Sue Dwyer or Hub Manager Debbie Galloway.

Your complaint will be acknowledged within three working days and we aim to provide a full written response to your complaint within 28 working days.

Non clinical complaints will be investigated and responded to by the Hub Manager and site management teams.  Complaints of a clinical nature will be investigated and responded to by our Lead GP for complaints.

Complaints can be made in writing, addressed to:

Lakeside Healthcare Stamford
St Mary’s Medical Centre
Wharf Road
Stamford
Lincs
PE9 2DH

Or submit via our online form

 

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.

 

Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, who is the commissioner of Primary Care Services. Their contact details are as follows:

Telephone: 0300 311 2233
Email: england.contactus@nhs.net
Postal address: NHS England, P.O.Box 16738, Redditch, B97 9PT

Further information is available at www.england.nhs.uk/contact-us/

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Helpline:0345 015 4033
Email:Phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Postal Address:
The Parliamentary & Health Service Ombudsman Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

 

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

FIND OUT MORE

Telephone: 0300 200 0084

Email: pohwer@pohwer.net

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