Patient Policies and Information

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Your Feedback Matters to Us

At Limelight Health & Well-being Hub, we strive to provide the best possible care and service to our patients. We understand, however, that sometimes things can go wrong, and you may have concerns or complaints about the care you have received. We take all complaints seriously and are committed to resolving them in a transparent, fair, and timely manner.

Definition of a Complaint:

A complaint is an expression of dissatisfaction about an act, omission, or decision of the practice team at Limelight Health & Well-being Hub which requires a response. We treat all complaints seriously and ensure that they are investigated in an unbiased, non-judgmental, transparent, and appropriate manner.

Good Practice Standards:

We follow the ‘Good Practice Standards’ for all complaints which include:

• Openness & Transparency: We provide accessible information and processes, ensuring they are understood by all involved in a complaint.
• Evidence-based Complainant-led Investigations & Responses: We provide a consistent approach to the management/investigation of complaints.
• Logical and Rational Approach: We respond to complaints and concerns in appropriate timeframes, showing sympathy and providing a level of detail appropriate to the seriousness of the complaint.
• Identifying the causes of complaints and taking necessary action to prevent recurrences.
• Effective and Implemented Learning: We use ‘lessons learnt’ as a driver for continuous change and improvement, as acting on complaints is a tool in ensuring the good reputation of our practice.
• Acknowledging and Investigating Complaints: Patients will have their complaints acknowledged and thoroughly investigated, always confirming the manner in which the complaint is to be handled and informing of the period in which the complaint response is likely to be sent.

Timescales for Making a Complaint:

Complaints must be made not later than

• 12 months after the date on which the matter which is the subject of the complaint occurred; or
• 12 months after the date on which the matter which is the subject of the complaint came to the notice of the complainant.

Complaints Process:

• All complaints should be acknowledged no later than three working days after the day the complaint was received.
• We will always confirm the following with the complainant:
  • Who is handling the complaint.
  • The timescales for responding, which are a minimum of 10 working days and no longer than 20 working days after a complaint has been submitted.
  • Clarify the expectations with and desired outcome for the complainant, if unclear in the original complaint.
• If the complaint has been made verbally, the complainant will be asked to submit their complaint in writing. They can do this either by email to our dedicated inbox on gmicb-tr.limelight.feedback@nhs.net, or through the paper form, and they should be kept up to date with the progress of their complaint.
• If a case has passed the 20 working-day target (or the timescale agreed with the complainant if different), the complainant (and their advocate, if relevant) should receive an update every 10 working days thereafter the target has been surpassed. This should be done in writing, in the format previously agreed with the complainant.
• The complainant can expect to receive a quality response which addresses all separate points of the complaint, with assurance that action has been taken to prevent a recurrence, and informed of any learning for the practice, where their complaint has been upheld.

Call to Action:

If you have a complaint or concern about the care or service you have received at Limelight Health & Well-being Hub, we encourage you to provide us with your feedback by emailing us on gmicb-tr.limelight.feedback@nhs.net. We value your comments and take them seriously. Please contact us via email as above or come into reception to fill out our paper complaints form, and we will respond to you within the agreed timescales.

At Limelight Health & Well-being Hub, we are committed to providing high-quality care and service to our patients. We believe that listening to your feedback and responding to your concerns is an essential part of delivering excellent care. We hope that our Complaints Process page has provided you with all the information you need to make a complaint or raise a concern. If you have any wider feedback about the practice or have further questions about our complaints process, please do not hesitate to contact us by email on gmicb-tr.limelight.feedback@nhs.net.

Non-NHS Letter Cost Plus Fees

Affordable Services for Your Private Health Needs

At Limelight Health and Well-being Hub, we understand that sometimes you may need non-NHS services for your private healthcare needs. Our clinic offers a range of affordable services to cater to your needs, whether it be a simple statement or a detailed report.

Please find below a breakdown of our fees for our non-NHS services:

Access to Medical Records

Certificates

Certificates or Reports that can be issued without Examination (28 days turnaround)

Medicals that require Examination (28 days turnaround)

Vaccinations

Please note that the practice reserves the right to refuse or delay to provide a letter or report or to amend pricing if the patient’s request falls out of the scope of the non-NHS services covered here. Furthermore, our practice is required to prioritise NHS work over any private work, and we will be in touch if necessary.

Private Work Policy

Ensuring Efficient and Effective Private Work Services

Limelight Health and Well-being Hub is committed to providing high-quality healthcare services to our patients. Private work requests are an additional service that we offer at our discretion, because  we aim to ensure that this does not interfere with our primary responsibility of providing NHS services.

This policy outlines the procedures and guidelines that we follow for all private work requests.

The following private work requests are covered under this policy:

• Solicitor’s reports
• Fostering reports

Taxi / HGV medicals

• Private insurance reports
• Official government service reports (e.g. DVLA, DWP, etc.)
• To Whom It May Concern (TWIMC) letters

The practice does not accept cash or cheque payments. An invoice will be raised and shared with you by email within 2 working days of the private work request being received/

Payments can be made via bank transfer to the business account listed on the invoice. Please ensure you use the reference number of your invoice as a reference for the payment, rather than your name or any other identifiers, to avoid delays with matching your payment to your request.

Payment for private, non-NHS work received from patients or any other services needs to be made in advance of the reports being prepared. This is to ensure that practice resources are used efficiently; requests will not be seen by the GPs for the work to be completed until payment is received.

The fees paid for non-NHS work are non-refundable; the payments are made to cover the practice staff’s time in preparing and issuing the reports, not the content of the reports. We will also not issue refunds if the patient fails to attend a scheduled private health check appointment, where applicable.

Private work requests will be processed within the relevant timescales after payment being received. For complex cases, the processing time may be longer, and we will inform patients accordingly.

Non-NHS Letter Cost Plus Fees

Call to Action (CTA):

At Limelight Health and Well-being Hub, we are committed to providing efficient and effective private work services. If you require any of the services outlined above, please fill in this form and either:

• Submit it as an attachment on an admin request via our online booking system: https://florey.accurx.com/p/P91020
• Email it to us on enquiries@nhs.net
• Print it off and drop it off at our front reception desk

Alternatively, you can attend the practice to be given a paper copy of this form to complete.

We understand that private work requests can be stressful and time-consuming for patients. Our Private Work Policy is designed to ensure that we provide timely and efficient private work services to our patients while minimizing any potential disruption to our NHS services. We are committed to providing transparent and reliable private work services for all our patients.

Sometimes, you might need a letter, report, or medical service that falls outside of what’s usually covered by the NHS. We understand, and we’re here to provide those extra services in a way that’s affordable and clear to understand.

What We Offer

• Accessing Your Records: We never charge for providing you with your medical records, blood test results, or a summary of your immunizations, medications, or health conditions.
• Simple Certificates and Statements: If you need a short confirmation of something, like your registration with our practice or your address, we can provide that quickly. There might be a small fee associated with these straightforward services.
• Detailed Reports or Insurance Forms: For lengthier reports, insurance forms, or specialized requests (like travel fitness), we’ve set fair fees to carefully prepare these documents for you.
• Medical Examinations: If you need a medical exam for taxi/HGV licensing, fostering, or other official purposes, we offer those services at a set price.
• Vaccinations: Some vaccinations aren’t covered by the NHS, but we offer them (like Hepatitis B) at an affordable cost.

Please Note

• These prices can sometimes change, so always check with us for the most up-to-date fees.
• We try our best to get your letter or report to you quickly, but urgent requests might have an additional fee.
• NHS patient needs will always be our top priority.

We’re Here to Help

Getting the health services you need shouldn’t be difficult. If you’re not sure whether something is covered by the NHS or would fall under these additional services, please contact us! We’ll guide you through it.

It’s important to us that you feel informed and supported in all aspects of your healthcare.

Relational

Building good patient-professional relationships that benefit both the patient and the professional

Episodic

GP/team provide continuity of care during an episode of ill health

Informational

Good record keeping and information to help others to understand the patient and their conditions

Managerial

Co-ordinating a patient’s care especially when a team of/many professionals are involved.

Here at Limelight Health and Well-being Hub, we operate a zero tolerance policy with regards to abusive or inappropriate behaviour towards our staff, visitors, or other patients.

For your information, the practice defines abusive or inappropriate behaviour as follows:

• Aggressive or threatening physical actions made towards staff (attempted or actual), including walking into clinical rooms without the clinician’s permission and bypassing our reception desk.
• The use of aggressive, threatening, discriminatory, or abusive language in any interactions with staff: this includes shouting, swearing, and cursing, and any language which threatens or intimidates staff, as well as any inappropriate language or derogatory remarks regarding a staff member’s appearance, race, disability, sexual orientation, age, religion, or other beliefs.
• Persistent or repeated actions that are inconsiderate or unreasonable and which cause significant disruption to our services. Examples of this include: incessantly calling or attending the practice with persistent or unrealistic demands, refusing to leave the practice or end the call unless these demands are met, refusing appointments with an appropriate clinician for the presenting care need when your preferred clinician is unavailable, and refusing to access our service in an appropriate manner, such as demanding a same-day appointment for a routine clinical need, or contacting individuals directly instead of through the appropriate practice contact channels.

If you are found to be in breach of the above policy, you may be issued with a Warning Notice letter in writing, which will stay on your record for 12 months. If the behaviour is repeated, or in extreme cases, immediately, we may contact the police and / or seek to remove you, and if applicable, your household, from our patient list.

Thank you in advance for respecting our colleagues and the NHS.