Complaints Procedure

We welcome any comments you may have on the services we provide, whether that is a compliment, a concern or a complaint. Our aim is to provide the best possible care and treatment for you and understand that although we strive for excellence, occasionally things may go wrong or may not be how you would like.

If you wish to complain:

If you wish to make a complaint then we ask that you contact us as soon as possible after the cause of the complaint as this will make it easier to investigate and establish what happened. If that is not possible, then we ask that we have details of your complaint:

Within 12 months of the event

or

Within 12 months of discovering that you have a problem

You can send compliments, feedback or complaints by:

Telephone: 015242 71210

In writing to:
Ms Abigail Stavely,
Lunesdale Surgery,
Kirkby Lonsdale,
Cumbria,
LA6 2LY.

We will acknowledge your complaint within 3 working days and offer to meet you to discuss the complaint, at a time to suit you. We will advise you of how we will investigate your complaint and the likely time for the investigation. If you do not wish to meet then we will aim to provide you with a written response within 10 working days.

We would like to think that you would be able to raise any problems with us directly, but if you feel unable to do so, you can complain directly to Morecambe Bay CCG by clicking here

Alternatively, you can register your complaint directly with NHS England.
https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/

We welcome all feedback and complaints are often a chance to hear directly from patients and work together to improve our service.  It will not affect the care that you receive from the practice in the future.