Your comments and suggestions are important to us.

Please follow this link to our Feedback Form and submit it to the Practice. 

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception and ask to speak with a Practice Manager. 

Please note : only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Alternatively, you may your suggestion by email to administrator.lyme@dorsetgp.nhs.uk using "Suggestion" as the subject header. 

The NHS want you to have the best possible experience of care.  The NHS Friends and Family Test gathers your feedback so we can continually review and improve our service to you. 

The NHS Friends & Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

Discover more on our Friends and Family Feedback page here>>

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

The Complaints Process

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Lyme Bay Medical Practice. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Practice Manager, but note this may need to be a booked appointment.

I want to complain to a third-party

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.

They will contact us on your behalf:

NHS Dorset

County Hall,

Colliton Park,

Dorchester,

Dorset

DT1 1XJ

Telephone: 01305 368900 or email:

customer.careteam@nhsdorset.nhs.uk

How can I make a complaint?

A complaint can be made verbally or in writing to the Practice Manager. Scroll down to make a complaint using our online form, or  a printed form is also available from Reception. Additionally, you can complain via email to administrator.lyme@dorsetgp.nhs.uk using "Complaint" as the subject header. 

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The Practice Manager will acknowledge all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Lyme Bay Medical Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Lyme Bay Medical Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record. 

Third party complaints

Lyme Bay Medical Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

If you need help with your complaint Advocacy support is available from the following agencies

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• The Local Council can give advice on local advocacy services
• Other advocates and links can be found on this PHSO webpage

Final response

Lyme Bay Medical Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Further action

If you are dissatisfied with the outcome of your complaint from either NHS Dorset or this organisation, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS.

You can visit their website: www.ombudsman.org.uk, contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk , or via post Millbank Tower, Millbank, London, SW1P 4QP. Further information about the Ombudsman is available at www.ombudsman.org.uk.

Scroll down to complete our online Complaints Form.

You can download and view a copy of our Complaints process by following this link>>