Complaints

Our approach to complaints

Lime Tree Surgery are committed to providing the highest standard of care for our patients. If you are unhappy with any aspect of our service, please let us know. We kindly ask that anyone raising a complaint does so respectfully and constructively. We will take appropriate action if a complaint is found to be threatening, personal, or intended to be litigious. Please note: We operate a zero-tolerance policy towards any form of antisocial or threatening behaviour—whether by our staff or directed at our staff.

You can download a copy of our complaints information leaflet HERE

How to raise a complaint with the practice

E-mail - If you would like to send a complaint via email please send it to sxicb-wsx.limetree.complaints@nhs.net

Phone - Calling the practice on 01903 264101

Verbal - You can submit a verbal complaint at the reception front desk at any of our sites.

In Writing/Letter - Please address any hand written complaints to Elaine Luxford - Complaints Manager, these can be given to any of our front desk staff in reception, To send a complaint via post please address it to Elaine Luxford - Complaints Manager, Lime Tree Surgery, Lime Tree Avenue, Worthing, BN14 0DL.

Practice complaints procedure

Anyone can see our complaints procedure, please ask a member of the team or get in touch if you would like to see a copy.

Making a complaint on behalf of someone else

Lime Tree Surgery strictly follows the rules of medical confidentiality.

If you wish to make a complaint on someone else’s behalf, we will need confirmation that you have their permission. This usually requires a signed note from the person concerned, unless they are unable to provide this due to illness or disability.

Complaining to other authorities

We hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following bodies:

Health Watch West Sussex

Independent Health Complaints Advocacy Service (IHCAS)

Phone: 0300 012 0122
Email: ihcas@healthwatchwestsussex.co.uk
Post: Healthwatch West Sussex, PO Box 1360, Crawley, West Sussex, RH10 0QS

They offer free, independent support to help you make a complaint about NHS services.

NHS Sussex complaints team

Phone: 0300 140 9854 (Monday to Friday, excluding weekends and bank holidays)
Email: sxicb.complaints@nhs.net
Post: NHS Sussex, Sackville House, Brooks Close, Lewes, BN7 2FZ

Each complaint will be acknowledged within 3 working days.

NHS England

Phone: 03003 11 22 33
Email: england.contactus@nhs.net
Post: NHS England, PO Box 16738, Redditch, B97 9PT

Parliamentary & Health Service Ombudsman (PSHO)

You can refer your complaint to the PSHO who investigate complaints about the NHS in England. You can call the Ombudsman Complaints Helpline on 0345 015 4033, visit http://www.ombudsman.org.uk