Here you'll find everything you need to know about your appointment, our clinics, our team and much more. If you cannot find what you're looking for below, don't hesitate to call us on 0113 249 4655.
Read some of our most common questions we receive from patients below.
We love to hear your feedback so that we can make any relevant changes to our services. You can leave feedback by visiting our website https://www.livingcare.co.uk/leave-us-feedback
Although we strive to provide our patients with the best possible experience, if at any time you would like to discuss your care in more detail or raise any concerns, you can contact our dedicated Patient Services Team who will endeavour to resolve these issues and help you reach the desired outcome as best they can. If you are still not happy with the outcome and wish to raise a formal complaint, you can do so by writing to our complaints department or email our complaints team at complaints@livingcare.co.uk.
All of our sites have parking arrangements although in some cases this is limited.
Thorpe Park Clinic – please park in the car park opposite Greggs and Franco’s restaurant. You will need to enter your car registration details at the reception.
Northgate –there is limited parking spaces on site at the surgery. However there are some local parking places close by.
Robin Lane – there is designated parking at the back of the GP surgery. There is ample parking on site. Alternatively you can park in the Leisure Centre Car Park or the Lidget Hill Car park. Both are within a 5 minute walk of the surgery.
Fountain Medical Centre – there is ample parking at the Medical Centre.
Mobile Units @ English Institute of Sport - Park outside mobile unit.
Disabled parking is available at all sites.
The best way to change or cancel your appointment is online https://www.livingcare.co.uk/cancel-your-appointment
We ask you to give as much notice as possible so that we can rebook another patient into the appointment slot.
Click here for clinic directions.
At the LivingCare Group we recognise that we are all unique and some people need individual support during their appointment or procedure.
Some of the ways we may be able to support you include:
If you think you may need extra support not listed please contact the team and let us know so we can make appropriate and supportive arrangements for your visit.
To ensure that you are given care by the most appropriate clinician, all referrals that come to
LivingCare go through a triage process. Once this triage process is completed, we will arrange an appointment for you. If this appointment is not convenient for you please contact us and we can re-arrange this for you.
In some circumstances we may need to reject your referral. If this is the case, this is because you need care or treatment that is not provided by LivingCare. In this instance we will inform you and your GP. We will make a recommendation to your GP regarding the most appropriate provider for your GP to refer you to.
This will depend on which department you are visiting. You may have a short wait before you are taken into the room. If you are attending for a procedure, after this you will need to go into recovery, this can also have an effect on how long you stay in the department as we want to make sure you are ready to go home.
Please ensure you bring a list of your medications.
If you require sedation, please ensure you have someone available to drive you home and look after you for 12 hours.
You do not need to bring a dressing gown or slippers. These can be brought for your own
comfort, however they are not a necessity.
For scans, please wear clothing free from metal, belts and clasps.
Unaccompanied children and young people (Under 18)
Valuables whenever possible (for a scan appointment)
Team
We value all feedback and although we hope that you have no cause to complain we recognise the importance of feedback, including complaints, so that we can complete a root cause analysis to ensure mistakes and errors are resolved, learnt from and not repeated.
The LivingCare Group recognises the importance of having an organisation wide systematic, accessible, and impartial process for dealing efficiently and effectively with complaints from any area of service.
Listening to you and receiving feedback allows the organisation to learn valuable lessons from people’s experiences and improve the quality of the services offered. The outcome of all complaints will be recorded and monitored to ensure actions are taken to improve services as appropriate.
Many issues can be resolved quickly by speaking directly to the staff at the place where you received care or accessed a service, but this guidance is for any issues that cannot be resolved at this level.
A complaint can be defined as an expression of dissatisfaction with the care, services, or facilities provided by the organisation and that requires a response. The organisation will seek to distinguish between requests for assistance in resolving a perceived problem and those complaints that require a thorough investigation under the NHS Complaints Procedure for providers of NHS care or the ISCAS Code.
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working within the Company, please let us know. We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.
If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily.
If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
You should address your complaint in writing by:
Email -
complaints@livingcare.co.uk
OR
Mail -
CQC Registered Manager
LivingCare
4215 Park Approach
Leeds
LS15 8GB
You should be as specific and concise as possible. A formal complaint should be made no later than 12 months after the date on which the matter, which is the subject of the complaint occurred; or if later, the date on which the matter, which is the subject of the complaint, came to the notice of the complainant. The CQC Registered Manager or her Deputy has the discretion to extend this time limit where it is felt it would be unreasonable in the circumstances of a particular case for the complaint to have been made earlier and where it is still possible to investigate the facts of the case. In these cases, the complaint shall be treated as though it had been received during the period specified.
We will acknowledge your complaint within a timely manner and aim to have fully investigated within 20 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
Investigation of a complaint does not remove your right to confidentiality. All details of complaints will be managed in line with the General Data Protection Regulations (GDPR) and the Data Protection Act 2018.
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. You can apply for this in writing to:
DPO LivingCare
LivingCare Diagnostics Ltd
4215 Park Approach
Leeds
LS15 8GB
Telephone Number: 0113 249 4655
Website: www.livingcare.co.uk
Email: sar@livingcare.co.uk
If your problem persists or you’re not happy with the way your complaint was dealt with let us know. It will be escalated internally as a Stage 2 complaint. If you remain unsatisfied we will signpost you to the relevant ombudsman/ independent adjudicator.
The ombudsman is independent and makes the final decisions on unresolved complaints about the NHS.
Ombudsman:
Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Telephone Number: 0345 015 4033
The adjudicator is independent as well and makes the final decisions on unresolved complaints about self-funded/unsured/private requests.
Adjudicator:
Independent Sector Complaints Adjudication Service
CEDR., 3rd Floor,
100 St Paul’s Churchyard
London
EC4M 4BU
Telephone Number: 020 7536 6091
Email: info@iscas.org.uk
Dermatology Patient Information
DownloadSkin Prick Patient Information
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DownloadArthosamid Patient Leaflet
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DownloadOGD Patient Information
DownloadDouble Procedure Information
DownloadEnema Patient Information
DownloadPicolax Patient Information
DownloadCitramag Senna Patient Information
DownloadPlenvu Patient Information
DownloadMoviprep Patient Information
DownloadThere are lots of ways that you can get in touch with us, please choose the best method to suit your needs.
Our telephone lines are open Monday – Friday 8am – 6pm.
Please choose the appropriate option from the menu to avoid having to return to the options. Please note that the peak hours are 8am-4pm so wait times are expected during this period. If possible, try calling after 4pm when the lines are quieter.
Our online communication platforms are easy and accessible and available 24 hours a day. We aim to respond to all general enquiries within 48 working hours.
We are very proud to be a trusted and respected healthcare provider.
We have several accreditations and quality marks that validate our services and can reassure you,
the patient, that we provide the best quality care and services possible.
CQC is the independent regulator of health and social care in England, who ensure health and social care services provide people with safe, effective, compassionate, high-qualitycare.CQC set out what good and outstanding care looks like and make sure services meet fundamental standards below which care must never fall. They do this by monitoring, inspecting, and regulating our services to make sure we meet fundamental standards of quality and safety.
At the LivingCare our CQC Registered Managers are:
All our Endoscopy services are JAG accredited.
JAG accreditation means that patients can have increased confidence in the endoscopy services of the accredited provider and be assured of the same quality of care no matter where their endoscopy takes place. Being JAG accredited means we offer a high quality and safe service.
To achieve JAG accreditation LivingCare has evidenced to the independent assessment team that:
LivingCare have applied for ISO 15189 and 22870 through UKAS. The status of this is UKAS applied.
We are in the final stages of this and our approved services can be found under Fountain Diagnostic Limited (t/a LivingCare) at
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