Complaints and Concerns Procedure

At LycaHealth operates in a way that is open, transparent, and positive.

We, therefore, encourage all our staff to receive feedback or comments in a constructive and helpful manner. All complaints and concerns may be made in writing or verbally. Any complaint received will be treated seriously and dealt with efficiently, effectively and with compassion in accordance with the LycaHealth policy.

Complaints and concerns may be made in writing or verbally. Any complaint received will be treated seriously and dealt with efficiently, effectively and with compassion in accordance with the LycaHealth policy.

You can email your complaint or concern to the following email address: complaints@lycahealth.com

You can telephone in your complaint or concern to the following contact number: 0207 132 1440

If you feel that you have cause to raise a complaint or concern our staff will:

Listen to you and respond in a courteous and helpful manner

Offer a solution or explanation if they are able to, if they cannot offer a solution or explanation they will pass your concerns to the relevant person.

• Your complaint or concern will be formally acknowledged, and you will be informed who will be investigating the matter and their position in the organisation.
• The investigating officer will fully investigate your complaint or concern.
• The investigating officer will inform you of the result of the investigation and be open about mistakes that have been made; this is called the ‘duty of candour’.

If you are unhappy with any aspect of the service provided by LycaHealth, no matter how small, please follow the steps below:

You may see any member of staff on duty.  Hopefully, this person will be able to deal with and resolve the issue that has arisen or will pass it to the relevant manager for investigation. This is Stage One. 

If a satisfactory solution cannot be reached, please contact the Customer Service Manager by contacting Lycahealth Canary Wharf 0207 132 1440. 

If you feel the issue has not been dealt with in a satisfactory manner, you may ask for the matter to be referred to the second stage of our complaints policy.  Our Senior Management team will oversee a further investigation.

If your care is funded by the NHS, you also have the right to use their complaints procedure to deal with concerns about the healthcare provision they are purchasing on your behalf. 

If you believe someone is at risk from poor care, and you do not feel able to raise the matter in the service, you can contact the NHS Whistleblowing Helpline that is manned  24 hours a day on 08000 724 725

A copy of this information is available on request in formats to meet the needs of those with communication difficulties by contacting reception; these include large print and digital audio files.