COMPLAINTS PROCEDURE
At Leicester Holistic GP and Leicester Ozone Clinic, we are committed to providing high-quality care and service. If you are unhappy with any aspect of your experience, we encourage you to tell us as soon as possible so that we can investigate your concerns, provide an explanation where appropriate, apologise when necessary, and take steps to improve our services.
Informal Resolution
Many concerns can be resolved quickly and informally. If possible, please raise your concern directly with Dr Hamad or a member of the clinic team at the earliest opportunity. We will make every reasonable effort to resolve matters promptly.
Formal Complaints
If you remain dissatisfied, you may submit a formal complaint in writing by post or email to:
Registered Manager
Leicester Holistic GP / Leicester Ozone Clinic
158 Upper New Walk
Leicester
LE1 7QA
When making a complaint, please provide:
• Your full name and contact details.
• A clear description of your concerns.
• The dates and circumstances of the events involved.
• The names of any staff members involved, if known.
• The outcome or resolution you are seeking.
Complaints should normally be made as soon as possible, preferably within six months of the event giving rise to the complaint or of the matter coming to your attention. This time limit may be extended where there is a good reason for the delay and where a fair investigation remains possible.
Acknowledgement
We will acknowledge receipt of your complaint within three working days. Where appropriate, we may invite you to a meeting, telephone discussion, or video consultation to clarify the issues raised and agree on the scope of the investigation.
Investigation
The investigation may include reviewing clinical records, correspondence, policies, appointment records, and statements from staff members involved in your care. All complaints will be handled fairly, objectively, and confidentially.
Where a complaint is made on behalf of a patient, we may require the patient's written consent before releasing confidential information, unless the complainant has legal authority to act on the patient's behalf.
Response
We aim to provide a full written response within 20 working days of receiving the complaint. If the investigation is likely to take longer, we will keep you informed of progress and explain the reasons for the delay. Regular updates will be provided at intervals of no more than 20 working days until the investigation is concluded.
Support for Complainants
We are committed to ensuring that all patients can access the complaints process. Reasonable assistance will be provided where required, including for patients with disabilities, those with communication difficulties, or those for whom English is not their first language.
Learning from Complaints
Complaints are taken seriously and are reviewed as part of our clinical governance and quality improvement processes. Where appropriate, lessons learned will be used to improve services, policies, and patient care.
Unacceptable Behaviour
We recognise that making a complaint can be stressful. However, abusive, threatening, discriminatory, or unreasonable behaviour towards staff will not be tolerated. The clinic reserves the right to manage such situations in accordance with its Unacceptable Behaviour Policy while ensuring that complaints continue to be considered fairly.
Further Action
If you remain dissatisfied after receiving our final response, you may seek independent advice or contact the relevant regulatory or professional body, including the Care Quality Commission (CQC) where appropriate.
This complaints procedure does not affect your legal rights.