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 to a member of staff if you have a complaint; all our staff are trained to handle complaints effectively. Often there is a quick way to resolve complaints once concerns are raised. Alternatively, ask to speak to the Practice Manager.
A complaint can be made verbally or in writing. A Complaints Form is available from reception or to download. Additionally, you can complain via email to: [email protected]
Time frames for complaints
The time constraint for bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The practice will acknowledge your complaint within three working days. The practice will then investigate your complaint and respond to you as quickly as possible. If they cannot get back to you as quickly as they would like, they will contact you with regular updates regarding your complaint, whilst aiming to have the complaint completely resolved within 40 days. This can depend on the individual circumstances.
Investigating complaints
Lister Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Lister Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient’s healthcare record.
Third party complaints
Lister Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. This can be done on the patient Complaint Form which can be collected from reception or here.
Final Response
Lister Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice complaints policy.
Further actions
If you are dissatisfied with the outcome of your complaint you can seek further guidance from:
Patient Experience Team
Hertfordshre & West Essex Integrated Care Board
Patient Experience Team phone number: 01992 566122
ICB switchboard: 01707 685000
ICB website: hertsandwestessex.icb.nhs.uk
ICS website: hertsandwestessexics.org.uk
Or alternatively complain to the:
Parliamentary and Health Service Ombudsman
Citygate
47 – 51 Mosley Street
Manchester M2 3HQ
or email them on
[email protected]
Tel: 0345 015 4033