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. We will acknowledge your complaint within 3 working days and provide you with information that explains our complaints procedure.
Our Commitment to you:
We will acknowledge your complaint within 3 working days.
Our aim is to have investigated your complaint within a reasonable time span from the date you raised your concern.
Following investigation we will then offer you an explanation or arrange a meeting with the people involved, if appropriate. If there is a delay in responding, we will of course notify you.
We will confirm that a full investigation has taken place, ensuring any necessary action has been taken and confirm this in writing to you.
During the investigation we will:
- Find out what happened and what went wrong
- Ask for any clarification from you, if required
- Ensure you receive an explanation, a summary of our actions and an apology
- Learn from the experience to ensure the problem does not happen again
- Advise you as to whom you should contact if you wish to refer to a higher authority.
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
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 Clinical Commissioning Group 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 – [email protected] 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