“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 Management Team will be happy to investigate any complaint. They 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 a member of the management team.
- 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 management team 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 investigate 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 must know that you have the patient’s 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, If for any reason you do not want to speak to a member of our staff, then you can request that the local Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Corporate Affairs Team
Leicester, Leicestershire ICB
Room G30, Pen Lloyd Building
County Hall
Glenfield
LE3 8TB
0116 295 7572
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
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
Practice Manager: Katherine Churcher
Liaison Officer: Sharon Johnston “