Complaints or Compliments

We would welcome any comments/suggestions about the services provided at Horncastle Medical Group. If you have any comments/suggestions please either send them for the attention of: The Practice Manager at:  or to Horncastle Medical Group, The Old Vicarage, Spilsby Road, Horncastle, Lincs.LN9 6AL.

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 NHS England 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 Mrs Hazel Fuller , 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.

You may also go through PALS (Patient Advice and Liason Service): Lincolnshire PALS, Greetwell Place,2 Limekiln Way, Greetwell Road, Lincoln, LN2 4US Tel: 08456024384

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 Integrated Care Board (ICB)

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

NHS Lincolnshire Integrated Care Board (ICB) 

Tel 01522 573939

Opening hours: Monday to Friday 08:30am to 5pm

For general enquiries, please email: 

Complaining via the NHS Complaints Advocacy Service

You can contact POhWER the NHS Complaints Advocacy Service. POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

POhWER can be contacted via:

POhWER Website

Telephone: 03002000084


Complaining via the Care Quality Commission

As a patient you are entitled to also take your complaint to the Care Quality Commission. Please see contact details below:

Care Quality Commission Finsbury Tower103 – 105 Bunhill RowLondonEC1Y 8TG

Telephone: 03000616161

Care Quality Commission Website