We aim to provide you with the very best possible service at all times.
However, if you have a complaint or concern about the service that you have received from the doctors or any of the staff working in this practice, please let us know. Our complaints system meets national criteria. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If this is not possible and you wish to make a complaint, please inform us as soon as possible— ideally, within a matter of days or at most a few weeks — because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- within twelve months of the incident that caused the problem; or
- within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.
- Complaints should be addressed to the practice manager either in writing, by sending an email to licb.
north-thoresby. or by completing a complaints form, which is available from reception, or by downloading using the following link, Complaints Formcomplaints @nhs.net
It will be a great help if you are as specific as possible about your complaint.
We will then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we will aim to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where this is appropriate
- identify what we can do to make sure the problem doesn’t happen again
Complaining on behalf of someone else
Please note that we adhere strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
If you do not feel you can complain to the practice, you can instead send your concerns to NHS England:
By post: NHS England, PO Box 16738, Redditch, B97 9PT
By email: England.
By telephone: 0300 311 2233