Give Feedback or Raise a Concern 

 

Your feedback is very important to us. We read all feedback submitted, whether that is in person, in writing or online and this helps us understand what is working well and areas that we can improve.

If you have had a positive experience, we are delighted to hear about that.

If we haven’t got things quite right, then we want to know so that we can review what when wrong and see where we can make changes if necessary.

Here’s how you can get in touch with your comments or concerns.

 

Submit positive feedback

If you’ve had a good experience with our services, we would love to hear from you. Here's how you can share your feedback:

Friends and Family Test

You can provide anonymous feedback on your experience through our survey, known as the Friends and Family Test. After your visit, we'll send you a link to the survey. If you haven't received it, you can complete it here

 

Submit a concern or complaint

We aim to provide excellent care, but if something isn’t quite right, we want to hear about it so we can understand and resolve it as soon as possible.
The quickest way to let us know is by speaking to our reception team. They’re here to help and will do their best to address the issue right away or direct you to the right person who can resolve it. Most concerns can be addressed quickly and easily without needing to go further.

You can raise a concern or complaint

  • In person: Please call at reception. One of our team will be able to help you and can give you a copy of our complaints form.
  • By phone: Dial 01733 240 478. Again, our reception team should help. 
  • Online: our complaints form is here
  • In writing: Please write to: Mrs Aija Selby Practice Manager, Lakeside Healthcare at Yaxley, Landsdowne Road, Yaxley, Peterborough PE7 3JL

For full details on how we handle complaints, please refer to our Complaints Policy

 

What happens next?

If we cannot resolve your concern within 24 hours it will be treated like a formal complaint.

We will aim to acknowledge your complaint in writing within 3 working days. Our aim is to have fully investigated your complaint within 28 working days of the date when you brought it to our attention. 

However, if for any reason this is not possible, we will provide you with an update and confirm a new response date. All complaints that are investigated will be responded to in writing. On some occasions, we will propose a meeting with the people involved. When we look at your complaint we will:

  • find out what happened and what went wrong
  • make it possible for you to discuss the issues with those concerned, if you would like this
  • make sure you receive a proper apology - when appropriate
  • provide you with an explanation on any changes to policies or processes that have been made due to you raising your complaint
  • identify what we can do to make sure the problem does not happen again
 

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.

 

Escalating your complaint

If you feel that we have not resolved your complaint to your satisfaction, there are options to escalate it:

Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, who is the commissioner of Primary Care Services. Their contact details can be found on their website.

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

  • Helpline: 0345 015 4033
  • Online: Visit the Ombudsman website
  • Postal Address: The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.