Lisle Medical Complaints procedure
Lisle Medical is committed to continual improvement, and recognises that part of requesting feedback will be the receipt of complaints where the service has not met expectations or been up to the standard required. If you wish to see a copy of the complaints policy please contact us. Otherwise please follow the process below.
Submitting a complaint
A complaint is defined as any communication involving goods or a service that requires an investigation and formal response. We may not be aware of the problem, so please make sure that you notify us at the earliest possible opportunity. You can do this by letter or email. We will normally accept a complaint within 6 months of the event, or within 6 months of the event coming to the complainant’s notice, and we aim to resolve complaints within 6 months (in most cases much faster).
We take all complaints very seriously, and our goal is to ensure your concerns are resolved with care and respect. Your complaint will be appropriately investigated, and details will remain confidential in line with our privacy policy.
Verbal complaints: this should always be the first step, please discuss your complaint with us. We may not be aware of the problem and would welcome the chance to hear it from you in person as soon as possible.
Written complaints: if you feel you would like so submit a written complaint please include as much detail as possible and submit it either by post or email (using the details on our contact page). Lisle Medical will register and investigate all written complaints and you will receive a written response.
Accessibility: if you need someone else to submit or discuss your complaint we may need your written consent to discuss your case fully but we will then make all reasonable efforts to conclude the matter satisfactorily for all parties.
In our response we will aim to be as comprehensive as possible, outlining the details and any explanation. If this is not deemed to be satisfactory Lisle Medical will escalate the matter to the complaints department of the Independent Doctors Federation (of which all doctors are members), and further escalated if still unresolved to the Independent Sector Complaints Adjudication Service (ISCAS). This is a necessary stepwise approach and no step can be bypassed at any stage.
We understand that complaints can involve emotive and distressing details. Please be assured of the commitment of Lisle Medical to reach a satisfactory conclusion for all involved, but we must retain the right to evade any aggressive or threatening behaviour. Confidentiality remains of paramount importance for Lisle Medical and your details will not be disclosed to any outside parties without reasonable justification (for example the involvement of external mediators or complaints handlers who will also be bound by confidentiality rules).
Your next step is to contact us if you have concerns you wish to raise. If you have a concern or complaint about the organisation as a whole you can approach the Care Quality Commission directly and they will guide you on their processes.