Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Lister Medical Centre

We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak ta a member of staff if you have a complaint; all our staff are trained to handle complaints effectively. Alternatively, ask to speak to the Practice Manager.

A complaint can be made verbally or in writing. A Complaints Form is available from reception.

Time frames for complaints

The timeframe for raising a complaint is 12 from the incident occurring, or 12 months from the time you became aware of the matter.

Lister Medical Centre will acknowledge all complaints within 3 working days.  All efforts will be made to update you regularly during any investigation and the practice will aim to completely resolve your complaint within 40 days.  If you are not satisfied with local resolution you do have the right to speak with NHS England Complaints Team, the Parliamentary & Health Service Ombudsman or the Care Quality Commission to raise the matter further.

Investigating complaints

Lister Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.


Lister Medical Centre will ensure that all complaints are investigated with the upmost confidentiality and any documents are held separately from the patient’s healthcare record.

Third party complaints

A third party can make a complaint on behalf of a patient.  In order to do this, the patient must provide consent.

Further actions

If you are not happy with the outcome of your complaint, you are able to contact NHS England Complaints Team – their details are:

By post to:

NHS England
PO Box 16738
B97 9PT

By email to: [email protected]

If you are making a complaint to NHS England please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33