Complaints

The Lanes medical Practice is dedicated to delivering the highest standards of care and customer service to all patients. In the event that our service falls short of expectations, we are committed to addressing and resolving complaints promptly. We acknowledge any mistakes made and take corrective action to enhance our service.

If you are unhappy with the facilities or services you have received, we would like to know about it as soon as possible so we can investigate your concerns and explain, apologise and take positive action where necessary. In most circumstances, if you tell us about your concern quickly, we can resolve matters straightaway.

To let us know about something with which you are unhappy please speak with the Office Manager in the first instance.

Complaints Resolution Process

Definition of complaint

Any communication involving goods or a service that requires an investigation and formal response. Complaints may be made by letter or e mail.

Write to: Lanes Medical Practice, Plough Lane, Stoke Poges, Buckinghamshire, SL2 4JW

E mail:    admin@lanespractice.co.uk

If you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure which meets with the requirements set out by the Independent Doctors Federation (IDF) for its members and also the Independent Sector Complaints Adjudication Service (ISCAS).

The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

Stage 1            Local resolution

Stage 2            Complaint review

Stage 3            Independent External Adjudication

A full copy of the complaints procedure is available in the Practice reception and by e mail request to admin@lanespractice.co.uk

Additional information for patients about ISCAS can be found at: www.iscas.org.uk

Additional information for patients about the IDF can be found at: www.idf.co.uk