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ELM Group – Complaints

Making a complaint

We constantly strive to give patients the best possible care and attention. We regularly review our service and have case discussions.

Practice complaints procedure

Complaints can be made verbally to any staff. Alternatively you may wish to write the details of your complaint and either hand this in at reception, send it by post to East Leake Health Centre or click here email to ELM Group. In all cases we will respond to your complaint in 5 working days and offer you an opportunity to discuss the complaint with our Practice Manager, Nicola Grant, and one of the Partners.

We will try to

• address your concerns fully
• provide you with an explanation
• discuss any action that may be needed

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. Help us to help you!

If you use this procedure it will not affect your right to complain to the Nottinghamshire County complaints team if you so wish.

The appropriate contact addresses is:

Complaints Team
Freepost RSST RKUH-STKR
NHS Nottinghamshire County
Byron court
NG5 7ER

Telephone: 0800 028 3693 (option 2)

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

Please Click here  to download the Complaints Procedure Leaflet.