Practice Complaints Procedure

If you have a complaint or concern about the service you receive from the Practice, please let us know. We operate a Practice complaints procedure as part of the NHS system for dealing with complaints and our complaints system meets those standards set out in the national criteria (Local Authority Social Services and National Health Service Complaints (England) Regulations 2009).

How to Complain

We hope that we will be able to resolve any problems or complaints you may have quickly and efficiently, often at the time that they arise and with the person(s) concerned. If your problem can not be resolved in this manner and you wish to make a formal complaint, we would like you to let us know as soon as possible.

Complaints can be made verbally, in writing or electronically. You can make complaints to the PCT rather than the Practice if you wish. The required timescale for this is within 12 months of an incident or becoming aware of an issue. However, the 12 month limit does not apply if the responsible body is satisfied that:

• There were good reasons for not making the complaint within the time limit
• Despite the delay, it is still possible to investigate matters effectively and fairly

Complaints should be addressed to Mr R Boucher, Practice Manager or any of the Partners. Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concerns. At this appointment the Practice complaints procedure will be fully explained to you and your concerns will be dealt with promptly.

Acknowledgement of a complaint will be made within 3 working days either verbally or in writing.

Practice Responsibility

• Find out exactly what happened and what went wrong
• The Practice will include the complainant in discussion about how the complaint will be handled and provide a timescale of closure
• Identify what we can do to make sure the problem does not happen again

Complaining on Behalf of Someone Else

Please note that we have to observe the strict rules of medical confidentiality. If you wish to complain on behalf of someone else, we will require their permission. A consent form signed by the person concerned would be acceptable. This can be obtained from the receptionist desk (Form 2).

Complaining via the Lincolnshire Primary Care Trust

We hope that if you have a problem you will allow the Practice to deal with the complaint in the first instance. If we are unable to resolve your complaint or if you are unhappy with the way that we have dealt with your complaint you may contact the Lincolnshire Primary Care Trust Complaints Manager. They will acknowledge the complaint within 3 working days of receipt.

Alternatively you may contact the Independent Complaints Advocacy Service (ICAS) who provide free advice and support to people who want to complain about the NHS.