Health Center Policies

We welcome patient feedback. Please let us know what worked well and what we can improve. You can always call our office and ask to speak with the Site Director.

Patient Comment Form

Your rights are important. The attached Patient Rights and Responsibilities will help inform you of your rights as a patient of the health center.

Contact information is listed at the bottom of the page in case you have any questions or concerns regarding your rights and responsibilities.

Patient Rights & Responsibilities Info Page

Protecting your privacy and securing your health information is something we take very seriously. We want you to feel comfortable speaking openly and candidly with your health care team.

If you have any questions regarding our privacy practices please ask to speak with the Practice Manager. They are happy to meet with you to answer your questions.

Notice of Privacy Practices – English
Notice of Privacy Practices – Spanish
Notice of Privacy Practices – Portuguese

We encourage all users of our website to review our website privacy policy and our website disclaimer.

REMINDER – Do not rely on electronic communications, websites, apps, or text services for assistance with urgent medical needs. If you are experiencing an urgent medical issue or emergency, call 911 for immediate attention.

Website Terms of Use

We want to assure customer satisfaction through the prompt follow up and resolution of complaints. In the event that a complaint is not immediately resolved, or after it is resolved, a passenger may submit a formal grievance. To submit a formal grievance, please complete Passenger Comment Form. Forms should be mailed to the attention of the Compliance Officer. If you require assistance with the form you can contact the Compliance Officer.

Rider Grievance Form

For Discrimination related complaints, see the section on Title VI Public Notice and Title VI Grievance Procedure.

Our Transportation Program offers equal and effective opportunities and access to transportation services for persons with disabilities and full compliance with the provisions of the Title II of the Americans with Disabilities Act of 1990 and Section 504 of the Rehabilitation Act of 1973.

We are committed to providing equal access and opportunity to qualified individuals with disabilities in all programs, services and activities. Our Transportation Program recognizes that in order to have equally effective opportunities and benefits, individuals with disabilities may need reasonable modifications to policies and procedures

Our Transportation Program does not discriminate on the basis of disability in admission to, participation in, or receipt of services and benefits under any transit program or activity. We will take appropriate steps to ensure that persons with disabilities have an equal opportunity to participate.

No qualified individual with a disability shall, by reason of such disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of Lamprey Health Care’s Transportation Program, or be subject to discrimination by Lamprey Health Care’s Transportation Program.

If you need an accommodation please contact our Compliance Officer.

We operate our programs and services without regard to race, color, religion, national origin, sex, disability, or age. Our programs operate in accordance with Title VI of the Civil Rights Act, and other statutes and authorities that prohibit discrimination in federally assisted programs and activities.

Any person who believes they have been aggrieved by any unlawful discriminatory practice under Title IV, may file a complaint with Lamprey Health Care.

Complaints will be accepted in writing and may be filed with our Compliance Officer. The complaint must be received no more than 180 days after the alleged incident.

Title VI Complaint Form

For more information on civil rights complaints please contact our Compliance Officer.

If you believe that you have received discriminatory treatment at our agency on the basis of race, color, religion, national origin, sex, disability, or age, you have the right to file a complaint with the Lamprey Health Care Compliance Officer.

 Methods of filing a complaint:

1.  Complete the Complaint Form listed in the Title VI Public Notice section, and send it to:

Compliance Officer
Lamprey Health Care
207 South Main Street
Newmarket, NH 03857

2. Verbal complaints are accepted and transcribed by Compliance Officer.  To make a verbal complaint, call 603-659-2494 and ask for Compliance Officer.

 3. File a complaint directly with the Federal Transit Administration, at:

Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590

We  investigate complaints received no more than 180 days after the alleged incident. We will process complaints that are complete. Once the complaint is received, we will review it and send an acknowledgement letter stating if the complaint will be investigated.

We have up to thirty days to investigate the complaint. If more information is needed to resolve the case, we may contact the complainant. The complainant has thirty days from the date of the letter to send the requested information to the investigator assigned to the case.

If our investigator is not contacted by the complainant, or does not receive the additional information within thirty days, we can administratively close the case. A case can also be administratively closed if the complainant no longer wishes to pursue their case.

After the investigator reviews the complaint, one of two letters will be issued to the complainant: a closure letter or a letter of finding. A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed.

A letter of finding summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of the staff member, or other action will occur. If the complainant wishes to appeal the decision, they have ten days after the date of the letter or the letter of finding to do so.