Most of what makes this service work is trust, and trust survives things going wrong far better than it survives things being brushed aside. If any part of your experience — clinical or otherwise — hasn't been right, I want to hear about it. Raising a concern will never affect the care you receive, and every complaint is treated in confidence.
This procedure applies to clients and to referring practitioners alike.
Worried about a complication right now? Don't wait for this process. Call the direct line on +44 7700 900 118 straight away — urgent concerns, including suspected vascular complications, are prioritised within 24 hours. If you have symptoms of a medical emergency, call 999 first.
Step one — tell me
Many concerns are fastest resolved with a conversation. Call, message or email and I'll do my best to put things right there and then. If you'd rather go straight to a formal complaint, that's absolutely fine — skip to step two.
Step two — make a formal complaint
Send your complaint by email to hello@lucysprescribing.co.uk with "Complaint" in the subject line, or by post to Lucy's Prescribing Ltd, [registered office address]. It helps if you include:
- your name and preferred contact details;
- what happened and when, including appointment dates if relevant;
- what outcome you're looking for.
If you're complaining on someone else's behalf, I'll need their written consent before I can discuss their care.
What happens next
- Acknowledgement — within 3 working days of receiving your complaint.
- Investigation — I review the records, consider what happened, and where useful speak with you and (with your agreement) your referring practitioner.
- Full response — within 20 working days. It will set out what I found, whether anything went wrong, an apology where one is due, and what will change as a result. If the investigation needs longer, I'll tell you why and give you a revised date.
As a registered nurse, Lucy is bound by the professional duty of candour: if something has gone wrong with your care, you will be told openly, honestly and promptly, regardless of whether a complaint has been made.
If you're not satisfied with the outcome
If my response doesn't resolve things, you can take your concern further:
- Nursing & Midwifery Council (NMC) — the regulator for nurses. Concerns about a nurse's professional conduct or fitness to practise can be raised at nmc.org.uk. Lucy's NMC PIN is 17K1928E.
- Claims — the practice is fully indemnified (Hamilton Fraser). If you wish to pursue a claim, put it in writing and it will be passed to the indemnity provider promptly.
- Information handling — complaints about how your personal data has been used can go to the Information Commissioner's Office at ico.org.uk or 0303 123 1113. See the privacy policy.
- Consumer advice — Citizens Advice can advise on consumer rights for private healthcare services: citizensadvice.org.uk.
Records and learning
A log of every complaint, the investigation and the outcome is kept for 8 years, separately from clinical records wherever possible. Complaints are reviewed for patterns, and anything that changes as a result — a process, a template, a supplier — gets changed for every client, not just the person who raised it.
Contact
Lucy's Prescribing Ltd
Email: hello@lucysprescribing.co.uk
Phone: +44 7700 900 118 (9am–7pm, Mon–Sat)
Post: [registered office address]