Complaints and Concerns

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:
Within 12 months of the incident that caused the problem; or
Within 12 months of discovering that you have a problem, provided that is within 12 months of the incident.

Our Practice Manager, Mr Nick Cameron, will be pleased to deal with any complaint.  He will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

  • In person or by telephone – ask to speak to the Practice Manager.
  • In writing – some complaints may be easier to explain in writing – please give as much information as can, then send your complaint to the practice for the attention of the practice manager as soon as possible

    What we shall do
    Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

    We shall acknowledge your complaint within 3 working days and in negotiation with you agree a timescale for providing a response to you.  We shall then offer you an explanation, or a meeting with the people involved.

    When we look into your complaint, we shall aim to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where appropriate
  • identify what we can do to make sure the problem doesn’t happen again

    At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

    Complaining on behalf of someone else
    Please note that 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 his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

    What you can do next
    We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.  However, this does not affect your right to approach the local NHS England if you feel you cannot raise your complaint with us.  Their contact details are as follows:

    NHS England
    PO Box 16738
    Redditch
    B97 9PT

    Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

    Email: england.contactus@nhs.net

    Additionally you may obtain advice and support from the NHS Complaints Advocacy Service

    POhWER
    PO Box 14043
    Birmingham
    B6 9BL

    Telephone: 0300 200 0084

    Website: www.pohwer.net

    If you remain dissatisfied with the responses to your complaint, you have the right to ask the Ombudsman to review your case.

    The Parliamentary & Health Service Ombudsman

    Millbank Tower
    Millbank
    London
    SW1P 4QP

    Telephone: 0345 015 4033

    E-mail: phso.enquiries@ombudsman.org.uk

    Website:  www.ombudsman.org.uk

    Help us get it right

    We constantly try to improve the service we offer.  Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better

    The Wycliffe Medical Practice
    Lutterworth Medical Centre
    Gilmorton Road
    Lutterworth
    Leicestershire
    LE17 4EB

    Telephone 01455 553531

    Partners:
    Dr G S Johnson, Dr S Maity, Dr C E Kendall, Dr B Shapiro, Dr N E Rhodes

    Practice Manager:
    Mr Nick Cameron