Concerns and Complaints
At Lavant Road Surgery we strive to give the best service possible to everyone who attends our practice.
If we receive a compliment we share this with the individual and team involved as well as the GPs. We use these as an opportunity to ensure the good practice is established throughout the practice.
However, we are aware that things can sometimes go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
We view all complaints as an opportunity to see where things have gone wrong and make improvements to the service we give. This may be by educating the team, changing a procedure or process or providing more patient education. All complaints are discussed (anonymously) in practice meetings so that we make the best improvements as a result.
We believe in acting on a complaint as soon as possible – ideally as soon as we are aware a patient is unhappy. So, if you are unhappy with any aspect of our care or service, please tell us straight away as this means we can resolve the problem or explain why it has occurred and thus gives you the best possible outcome.
Wherever possible, we request that complaints are submitted in writing to the Complaints Manager; this ensures we have full details of the complaint and reduces the possibility of any misunderstandings. Details of our in-house complaints procedure can be found below - our patient leaflet is also available from reception.
Help Us to Get it Right
Every patient has the right to make a complaint about the treatment or care they have received at Lavant Road Surgery.
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 contact
Most complaints can be resolved at a local level. Please submit your written complaint to:
Lavant Road Surgery
8 Lavant Road
Alternatively a complaints form is available from reception or you can contact us online.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
Telephone: 0300 311 2233 (Monday to Friday 08:00 – 18:00, excluding English Bank Holidays)
Online: NHS England - Contact Us
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Timeframes for complaints
The time constraint on 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 Complaints Manager will acknowledge all complaints within three working days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Lavant Road Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.
The Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
The Practice allows a third party to make a complaint on behalf of a patient. The patient must provide written consent for them to do so. A third party patient complaint form is available from reception.
The Complaints Manager will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.
Other means of complaining
- The Care Quality Commission: If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of both the NHS and Government. You can contact the Ombudsman at: Millbank Tower, Millbank, London, SW1P 4QP. Tel No: 0345 015 4033 or visit the website
- Independent Complaints Advocacy Service – (ICAS) VoiceAbility: A new service was instituted by the government to assist those who wish to or are making complaints about the NHS – the Independent Complaints Advocacy Service (ICAS). In the London region, ICAS is being provided by the Citizens’ Advice Bureau. You determine how much
you want from ICAS, be it advice, assistant or support. The service is free and confidential and can be contacted via their head office at: NHS Complaints Advocacy, VoiceAbility, Mount Pleasant House, Huntingdon Road, Cambridge CB3 0RN. Tel No: 0300 330 5454
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