We very much hope that you never have the need to make a complaint, however we all know that things don’t always go to plan. Please find below details of your right to complain and how to do so.
You have the right to make a complaint about any aspect of the care, treatment or service you receive from Latham House Medical Practice and this is firmly written into the NHS constitution.
How to make a Complaint:
We hope that we can resolve most problems easily and quickly, directly with the patient at the moment they arise. If we are unable to resolve the situation, then a guidance leaflet and our complaint form can be obtained from Reception or downloaded from our website, enabling you to progress your complaint.
All formal complaints should be made in writing so the Practice can address your specific concerns.
Our Commitment to you:
- We will acknowledge your complaint within 3 working days.
- Our aim is to have investigated your complaint within 3 months from the date you raised your concern. If there is a delay in responding, we will notify you.
Once your complaint has been received, the Practice must carry out a full investigation and provide you with a full written response. The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.
If your problem persists or you are not happy with the way your complaint has been handled, you have the right to take your complaint to the relevant ombudsman, details of which you can find here:
Complaints on behalf of someone else:
We take our responsibility for patient’s medical confidentiality very seriously. If you are making a complaint on behalf of someone else we will require evidence that you have obtained their permission to do so. Our complaints form has an section for them to sign to confirm their authority for you to make a complaint on their behalf. Please note, electronic signatures will not be accepted.
What to do if you need further advice or are unhappy with our response:
If you would like further assistance with your complaint you can contact East Leicestershire and Rutland ICB Customer Services.
The NHS Complaints Advocacy Service is also available to support people through the complaints procedure. The NHS Complaints Advocacy can be contacted on Telephone on 0300 456 2370. Contact details: POhWER, P.O. Box 14043, Birmingham, B6 9BL
Text – send your name and number to 81025,
Email – pohwer@ pohwer.net
If you are unhappy with the local resolution and our response to your complaint (either from the practice or NHS England) you have the right to take the case to the Health Service Ombudsmen.
Please send all completed complaint forms to us by
Latham House Medical Practice
Sage Cross Street
or email at
By law anyone who wishes to complain about their NHS care or treatment is entitled to advocacy support – whoever they are, whatever their complaint.
POhWER Advocacy has been commissioned by the local authorities to provide the NHS Complaints Advocacy service in Leicester City, Leicestershire and Rutland. The service is free, independent of the NHS and confidential.
Please click here for the POhWER leaflet for further information on this service.
Email: [email protected]
Telephone: 0300 200 0084