Suggestions, Compliments and Complaints

Got a compliment or a complaint?

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

Lincoln House Surgery tries to provide the very best medical care possible at all times.

We are keen to hear positive feedback, we would also like to hear from you if you experience any difficulties with the service we offer, or have any suggestions as to how those services may be improved. If you have had a problem or feel you have been unfairly dealt with then you can make a complaint under Local Resolution.

Please include as many details about times, dates and, if you have the, names of the people involved and exactly what problems you encountered.

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. When the complaint is received via the website, the acknowledgement message acts as acknowledgement of 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.

Herts Valley CCG

If you have a comment, complaint or compliment about a doctor (GP), dentist, pharmacy or optician, please contact the practice directly in the first instance.

If you are unable to resolve your complaint with the practice, please contact:

https://hertsvalleysccg.nhs.uk/contact-us/feedback-services

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