Complaints, Concerns, Compliments and Feedback
At Promni Health, we are committed to providing safe, effective and compassionate care. We welcome feedback from patients, carers, families and members of the public, as it helps us improve our services and recognise good practice.
We aim to ensure that:
- Concerns are listened to and taken seriously
- Complaints are handled fairly, openly and respectfully
- Compliments and positive feedback are shared with our teams
- People raising concerns are treated without discrimination or disadvantage
- Learning from feedback helps improve patient care and service quality
Raising a Concern or Complaint
If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible so we can try to resolve matters quickly and locally where appropriate.
Complaints can be made verbally, in writing or electronically by:
- Patients
- Carers or relatives
- Representatives acting on behalf of a patient (with appropriate consent)
- Members of the public affected by our services
How to Contact Us:
Email: primarycarefcp.clinicalgovernance@nhs.net
Address:
Promni Health
Commerce House
Carlton Boulevard
Lincoln
LN2 4WJ
You can also raise concerns through the GP practice or service where you received care.
What Happens Next?
- Complaints are acknowledged within 3 working days
- We will investigate concerns proportionately and fairly
- Formal complaints will usually receive a response within 20 working days
- Where investigations are more complex, we will keep you updated throughout the process
Our responses aim to be open, honest and focused on resolution, learning and improvement.
Independent Review
If you remain dissatisfied after receiving our response, you may contact the Parliamentary and Health Service Ombudsman (PHSO), who provides an independent complaints review service for NHS-related complaints in England.
Contact Details
Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Telephone: 0345 015 4033