We aim to provide you with the very best possible service at all times.
Complaints and Concerns
We aim to provide the highest possible standard of care and service at all times. However, we recognise that there may be occasions when you feel dissatisfied with the service you have received from the doctors or staff working at this practice. If this happens, we would like you to tell us so that we can address your concerns and learn from them.
Our complaints procedure meets national NHS complaints regulations.
We hope that most concerns can be resolved quickly and informally, often at the time they arise and with the person involved. If this is not possible and you wish to make a formal complaint, please let us know as soon as you can. This helps us to investigate matters thoroughly and fairly.
Ideally, complaints should be raised within a few days or weeks of the issue occurring. However, complaints can be accepted:
- within 12 months of the incident that caused the concern, or
- within 12 months of becoming aware of the issue, provided this is no later than 12 months after the incident.
How to Make a Complaint
Complaints should be addressed to the Practice Manager and can be made:
- Verbally, in writing,
- by email to: licb.north-thoresby.complaints@nhs.net, or
- by completing a complaints form, available from reception.
It is helpful if you can provide as much detail as possible about your complaint to support a full and accurate investigation.
What You Can Expect From Us
When we investigate your complaint, we will aim to:
- establish what happened and identify any issues
- offer you the opportunity to discuss the matter with those involved, if you wish
- provide an apology where appropriate
- identify learning and actions to reduce the risk of the issue happening again
We will acknowledge your complaint and keep you informed in line with NHS complaints regulations.
Complaining on Behalf of Someone Else
We adhere strictly to the rules of medical confidentiality.
If you are making a complaint on behalf of another person, we must have their written consent before we can proceed. A signed third-party consent form will be required unless the patient is unable to provide consent due to illness or lack of capacity.
Further Action / Escalation
If you are not satisfied with the outcome of your complaint after it has been handled by either the GP Practice or NHS Lincolnshire Integrated Care Board (ICB), you can escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO), who provides an independent review.
NHS Lincolnshire Integrated Care Board (ICB)
HQ Bridge House, The Point
Lions Way
Sleaford
NG34 8GG
Tel: 01522 573939
Email: LICB.office@nhs.net
Parliamentary and Health Service Ombudsman (PHSO)
Tel: 0345 015 4033
Website: www.