The doctors and staff at Lisson Grove and Woolwell Medical Centre strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative, and are realistic enough to appreciate that there are times when less than efficient service may be given or instances where the patient is less than happy with the service he has received.
We hope you will never have cause for serious complaint but if you do, we have a complaints procedure aimed at quick resolution of problems. Please initially either speak to the member of staff or a receptionist or write or speak to our Practice Manager, Penny Ridley at Lisson Grove Medical Centre 3-5 Lisson Grove Mutley, Plymouth, PL4 7DL
Please remember that the Practice must strictly follow the rule of medical confidentiality and that information without appropriate authority cannot be provided if you are not the patient in question.
Any complaint you make will be investigated as thoroughly and speedily as possible. We aim to respond to your complaint within 20 working days and where we are unable to do so, we will tell you when we can respond. The Practice reviews complaints regularly and, where appropriate, steps are taken to ensure the situation does not recur.
Should you wish to address your complaint to NHS England rather than the Practice or if you are not happy with the result of your complaint you can write to:
NHS England, PO box 16738, Redditch, B979PT or e mail England.firstname.lastname@example.org
It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate, or you may not be happy with the results of the complaints procedure. If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The contact details are: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033. http://www.ombudsman.org.uk/
If you find it difficult to complain yourself, the Independent Health Complaints Advocacy Service can provide free support.They can be contacted on: 0330 440 9000. http://www.seap.org.uk/