Giving feedback or making a complaint

At Lucio Health, we are committed to providing the highest quality of care. Your feedback helps us maintain and improve our standards. Whether its a compliment, suggestion, concern or complaint, we welcome your input.

Giving Feedback

If you have any suggestions or would like to share positive experiences, please:

Speak to a member of staff
Fill in an online feedback form
Email us at info@luciohealth.com

Making a Complaint

We understand that sometimes things can go wrong. If you're unhappy with any part of your care, please let us know as soon as possible. We take all complaints seriously and treat them with respect, sensitivity and confidentiality.

You can make a complaint:

In person
By phone
In writing (letter or email)
Verbally during your appointment

Please address complaints to our Registered Manager, Raphael Swery, at: info@luciohealth.com

What to expect

We aim to:

Acknowledge your complaint within 3 working days
Provide a full response within 20 working days, or keep you updated regularly if more time is needed
Resolve most complaints within 3 months
Ensure your care is never affected because you've raised a concern

What if I'm not satisfied?

We offer a three-stage process:

Stage 1 Local resolution: Your concern will be investigated by the Registered Manager. You may be invited to meet and discuss the issue in person.

Stage 2 Internal appeal: Where feasible, another senior member of staff will independently review the outcome of your complaint.

Stage 3 Independent review: You can escalate your complaint to the Centre for Effective Dispute Resolution (CEDR), who offer independent adjudication:

applications@cedr.com; +44 (0)20 7520 3800; www.cedr.com

Need advice?

You can also contact:

Citizens Advice: Free, confidential support www.citizensadvice.org.uk

Patients Association: Helpline 0845 608 4455 www.patients-association.org.uk

Care Quality Commission (CQC): enquiries@cqc.org.uk; 03000 616161; www.cqc.org.uk

We value your voice

Your concerns help us learn and improve. Complaints are reviewed regularly and used to strengthen our service. We are committed to transparency, learning from mistakes, and ensuring that all patients feel safe, heard, and respected.

If you need this information in a different format or language, please let us know.