Complaints Policy and Procedure
How to complain
- Dr Lucinda Homer operates a complaint procedure, which meets the standards of the ISCAS.
- Please let me know if you have a complaint or concern about the service you have received from:
- Dr Lucinda Homer (GMC 3590496), acting in her capacity as an authorised Aviation Medical Examiner (AME) for the UK Civil Aviation Authority.
- I hope that we can sort out most problems easily and quickly, often at the time they arise and with the doctor concerned directly.
- If you wish to make a formal complaint, please do so as SOON AS POSSIBLE. This will help me to establish what happened more easily.
- If doing that is not possible, your complaint must be submitted within 6 months of the incident that caused the complaint.
- You should address your complaint in writing to: Dr L Homer, Office 19, Quadrant Court, 48 Calthorpe Road, Edgbaston, Birmingham, B15 1TH. alternatively by e-mail to medflightservices@gmail.com
- Please be as specific and concise as possible.
- If you wish to complain about Dr Ben Empson, please contact him directly. He has a different complaints process in place.
Complaining on behalf of someone else
If you are not the patient, but are complaining on their behalf, you must have their written permission/consent to do so, unless they are incapable of providing this.
What I will do
- I will acknowledge receipt of your complaint within 3 working days.
- I aim to have fully investigated your complaint within 20 working days of the date it was received.
- If I expect it to take longer I will explain the reason for the delay and tell you when I expect to finish.
- When I look at your complaint, I will investigate all the circumstances and make it possible for you to discuss the problem.
- I will provide a written response to your complaint.
Taking it further
- Dr Lucinda Homer complies with the Independent Doctors Federation Patient complaints policy . If after stage 1, the patient remains disatisfied, the complaint is considered by the IDF Complaints Manager, seeking input from both parties. Dr Homer will provide details of how to escalate the complaint to stage 2 if required.
- If you do not agree with a medical fitness decision, then here is a medical appeals policy for a secondary review available on the CAA website: https://www.caa.co.uk/media/terk0gi1/secondary-review-of-an-ame-or-medical-assessor-assessment-final-2.pdf
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