Suggestions, Comments and Complaints

Please let us know if you feel that you have constructive and useful suggestions to “help us to help you”

Complaints Procedure

Lincoln House Surgery tries to provide the very best medical care possible at all times. However, we are only human and at times, we know that things go wrong. If you have had a problem or feel you have been unfairly dealt with then the following few paragraphs explain to you how to make a complaint under Local Resolution.

You can put your complaint to us in a number of ways – whichever you find the most appropriate for you – either by writing to us, via our website or, should you prefer, by coming in and discussing it verbally. Whichever way you choose, please include as many details about times, dates and, if you have the, names of the people involved and exactly what problems you encountered.

The preferred method is via the Lincoln House website: www.lincolnhousesurgery.co.uk and select the “Administration Office” room.

Complaint Time periods

Complaints should be made within twelve months of the event although; in exceptional circumstances this time limit may be waived.

We will acknowledge receipt of your complaint in writing, within three working days of its receipt. Depending on the nature of the complaint it will then be passed to the appropriate members of our staff and will be investigated as fully as possible.

As soon as the complaint has been investigated you will receive a more detailed reply and explanation. If you are satisfied with this then that will be the end of the matter. If however, you wish to take the matter further it may be appropriate to arrange a formal face-to-face meeting between the relevant parties here in the Surgery to discuss the problem in details. This Local Resolution would aim to address all you concerns and expectations within 6 months of the original complaint.

Should you require assistance at any time during the process, the Independent Complaints Advocacy Service which is an independent charity can help you.

All GP surgeries in England are part of a Clinical Commissioning Group, Lincoln House Surgery is part of Herts Valley CCG and as such should you feel the problem needs to be escalated then NHS England can be contacted for advice or assistance.

If you still feel that your complaint has not been resolved satisfactorily then you have the right to request that your case be reviewed by the Ombudsman. This should be requested within twelve months of the incident occurring. The Ombudsman is an independent body which promotes quality in healthcare.

West Hertfordshire PCT

West Hertfordshire PCT operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. To speak to a PALS officer, please ring 01707 361 281.

Useful Contacts

NHS England

PO Box 16738
Redditch B97 9PT

Tel: 0300 3112233
Email: england.contactus@nhs.net

The Independent Complaints Advocacy Service

POhWER ICAS
Hertlands House
Primett Road
Stevenage SG1 3EE

Tel: 0300 456 2370 
Web: www.pohwer.net
Email: pohwer@pohwer.net 

Ombudsman

Parliamentary & Health Service Ombudsman
Millbank Tower
London
SW1P 4QP

Tel: 0345 015 4033
Web: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk