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Compliments and Complaints

Something gone right? Let’s us know

We’d love to hear your feedback about what was good about your care.

You can speak to us in person, complete a compliment form at reception, give us a call on 0333 321 0918, email Stlukes.healthcentre@nhs.net, or write to us by post if you prefer. Our address is: St Luke’s Health Centre, Pantile Avenue, Southend-on-Sea, Essex, SS2 4BD

Something gone wrong? Let’s get it sorted for you

We want to provide the best possible experience when you use our services, so we’re sorry that something has gone wrong.

The quickest and easiest way to get an issue sorted is to talk to the team caring for you. They’ll usually be able to sort things out straight away, or at least within 3 working days.

You can speak to us in person, complete a compliment form at reception, give us a call on 0333 321 0918, email Stlukes.healthcentre@nhs.net, or write to us by post if you prefer. Our address is: St Luke’s Health Centre, Pantile Avenue, Southend-on-Sea, Essex, SS2 4BD

If you want to speak to someone outside of the service, you can speak to our commissioners: www.midandsouthessex.ics.nhs.uk.

You can also raise your concern about our service with NHS England. You’ll find details of How to Complain to NHS England on their website.

When you send us your complaint, please try and give as much detail as possible about what’s happened. It’s important for us to understand exactly what it is you are unhappy with and what you would like to happen as a result, so that we can try to deal with the issue as quickly as we can and meet your needs.

All complaints are handled in line with our complaints policy, which you’ll find here: HCRG Care Group .We record all complaints made, but if you’re not happy with our first response or if we believe the issues are too serious to be investigated informally, we’ll appoint a trained investigator to complete a formal complaint investigation. If this happens, we’ll tell you and we’ll respond to you fully within 30 working days.

If you’re still not happy with our response, you can raise your complaint with the Parliamentary and Health Service Ombudsman or the Local Government Ombudsman. We’ll tell you how in our final response to you.

What happens next when you complain?

  We’ll try and sort things out quickly, within 3 days

  Your care will continue as normal – making a complaint will never affect how we treat you

  Details of your complaint won’t be recorded on your medical record, but will be kept separately so we can learn and improve

  If you’re not happy with our response, we’ll explain your next steps

  If you’re complaining on someone else’s behalf, we’ll need their consent

  We’ll use your data in line with our policy, which you can find on our website or in service (just ask us for a copy)

  We can meet with you to discuss your complaint once we’ve investigated it

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