If you have a complaint or concern about the service you have received from any member of staff working at The Lambeth Diabetes Intermediate Care Team please let us know. We operate a Practice Complaints Procedure as part of the NHS system, which meets the national criteria.

If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.

If the complaint is regarding a deceased patient, the practise will proceed with an investigation.

Ideally you need to make your complaint as soon as possible, but ideally within six months of the incident that caused the problem or within six months of discovering that you have a problem. This will enable us to gather all the information whilst still fresh.

The Procedure
We aim to sort out most problems easily and quickly and often at the time that they arise. Please speak to the clinic receptionist who will ask a senior member of the team to come to speak with you as soon as they are free.

If your problem cannot be sorted immediately and you wish to make a complaint, we would like you to let us know in writing as soon as possible.

All complaints should be addressed to the Clinical Lead for the service, who will ensure that your complaint is dealt with promptly.

Contact details:

Dr Mark Chamley
Clinical Lead, Lambeth Diabetes Intermediate Care Team,
61, Crown Dale, London, SE19 3NY

What we will do
We will acknowledge your complaint within three working days of receipt. We aim to have investigated the matter within ten working days, although this will be determined by the complexity of the complaint and access to those in the team involved.

It is our intention then to be in a position to offer you a response in writing or a meeting with the people involved or, if there is to be a delay in responding ( for instance, due to staff absences or a third party not directly employed by The Intermediate Care Team), to keep you updated of the progress of your complaint. When we look into your complaint we will aim to:

• Investigate the problem with all members of staff concerned
• Notify you of the outcome of the investigation with a satisfactory explanation
• Identify the problem with a view to improving the service we offer to our patients

We hope that you will use The Lambeth Diabetes Intermediate Care Team Complaints Procedure so that we are able to resolve the problem and have the opportunity to improve our service to you, but if you choose not to contact us you can approach NHS England to direct at england.contactus@nhs.net or on 0113 254 5000

If neither body helps resolve the issue, you have the right to approach the Ombudsman on 0345 015 4033 and at phso.enquiries@ombudsman.org.uk

The Care Quality Commission is always interested in both issues and outcomes. Details can be forwarded toenquiries@cqc.org.uk though please be aware they are not involved in the resolution process.