Complaints
We understand that not all feedback is positive and that you may wish to leave a complaint.
Totally wants to give you the right care, at the right time, in the right place - but sometimes things go wrong.
If you are not happy with the treatment or service provided to you by Totally, please let us know. You should make your complaint within 12 months of the incident, or within 12 months of the issue coming to your attention.
You can tell us the concerns yourself, or you can ask someone else (e.g. a relative, carer, friend, local MP) to complain on your behalf.
Who can you talk to?
You can talk to a member of staff at the place of treatment, and they will fill out a complaint form for you.
You can telephone Totally Urgent Care Governance team on 0300 123 3116 (9am - 5pm Monday to Friday) or email governanceteam@totallygroup.com.
If you would like support to raise your complaint, you can contact your local Patient Advice and Liaison Service, Citizens Advice Bureau or Integrated Care Board.
Our complaints policy for Urgent Care services can be found here.
Pioneer Health Care (Insourcing and Outsourcing)
Who can you talk to?
You can talk to a member of staff at the place of treatment and they will fill out a complaints form for you.
You can telephone Pioneer Health Care on +44 (0)114 263 2136 (line monitored Mon - Fri, 8am - 5pm)
You can email your complaint to enquiries@pioneerhealthcare.co.uk
You can write to Pioneer Health Care, Claremont Hospital, 401 Sandygate Rd, Sheffield S10 5UB, UK
If you would like support to raise your complaint you can contact your local Patient Advice and Liaison Service, Citizens Advice Bureau or Integrated Care Board.
Planned Care services (Dermatology, Physiotherapy, Podiatry, Referral Management Services, First Contact Practitioner, Occupational therapy)
Who can you talk to?
You can talk to a member of staff at the place of treatment and they will fill out a complaints form for you.
You can telephone Totally Planned Care on +44 (0)17 8533 4634 (line monitored Mon - Fri, 8am - 5pm)
You can email your complaint to ah.admin@nhs.net
You can write to About Health, Totally Planned Care, Ground floor, Innovation Centre, Evolution Park, Haslingden Road, Blackburn, BB1 2FD
If you would like support to raise your complaint you can contact your local Patient Advice and Liaison Service, Citizens Advice Bureau or Integrated Care Board.
You can email your complaint to info@energy-fitpro.co.uk
You can write to Energy Fitness Professionals, International House, 24 Holborn Viaduct, City of London, EC1A 2BN
What happens next?
We will acknowledge your complaint within 3 working days.
We will investigate your concerns thoroughly.
We aim to complete the full investigation and respond to you within 30 working days.
When you receive the response
We hope that your concerns will be resolved by using our complaints procedure.
We believe that this will give us the best chance of putting right whatever has gone wrong, and also gives us the opportunity to improve our service.
However, this does not affect your right to approach the Health Service Ombudsman if you remain dissatisfied with the way your complaint has been dealt with. The Ombudsman carry out independent investigations and their services are free.
To contact the Ombudsman:
Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write to:
The Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London
SW1P 4QP
More information can be found at www.ombudsman.org.uk
Useful contact details
To find contact details for your local Healthwatch, see www.healthwatch.co.uk or call Healthwatch England on 03000 683 000
You can contact the Citizens Advice Bureau via their website www.citizensadvice.org.uk or call 03444 111 444
Find more information about your local Integrated Care Board on the NHS choices site www.nhs.uk