Lisle Medical Complaints procedure

Lisle Medical is committed to continual improvement, and recognises that part of requesting feedback will be the receipt of complaints where the service has not met expectations or been up to the standard required. If you wish to see a copy of the complaints policy please contact us. Otherwise please follow the process below.

Submitting a complaint

A complaint is defined as any communication involving goods or a service that requires an investigation and formal response. We may not be aware of the problem, so please make sure that you notify us at the earliest possible opportunity. You can do this by letter or email. We will normally accept a complaint within 6 months of the event, or within 6 months of the event coming to the complainant’s notice, and we aim to resolve complaints within 6 months (in most cases far exceeding that timescale).

Your complaint will be treated seriously, appropriately investigated, and details will remain confidential in line with our privacy policy. Please feel free to submit a verbal complaint - it is always better to discuss these things as close as possible to the event if possible so any misunderstandings for either party can be ironed out. If you feel you would like so submit a written complaint please include as much detail as possible and submit it either by post or email. Lisle Medical will register and investigate all written complaints and you will receive a written response.

In our response we will aim to be as comprehensive as possible, outlining the details and any explanation. If this is not deemed to be satisfactory Lisle Medical will escalate the matter to the complaints department of the Independent Doctors Federation (of which all doctors are members), and further escalated if still unresolved to the Independent Sector Complaints Adjudication Service (ISCAS). This is a necessary stepwise approach and no step can be bypassed at any stage.

We understand that complaints can involve emotive and distressing details. Please be assured of the commitment of Lisle Medical to reach a satisfactory conclusion for all involved, but we must retain the right to evade any aggressive or threatening behaviour.

Your next step is to contact us if you have concerns you wish to raise.