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Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. Our complaints procedure meets the national criteria. We take your concerns seriously. 

How to complain 

We hope most problems can be sorted our easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible-ideally, within a matter of days - because this will enable us to establish what happened more easily.

If it is not possible to do that and you want to raise a formal complaint you should do this in writing within 12 months of the incident or 12 months of realising you need to make a complaint.

You can either make your complaint by telephoning Mark Shaw, the Practice Manager, at the surgery,  in writing to the Practice Manager or via email to mark.shaw1@nhs.net.  Every effort will be made to answer your concerns as soon as possible. As a guide, we aim to provide a response within 28 days.

 

Alternatively you can make your complaint to NHS England as commissioner of the GP services in England at:

 

 

PO Box 16738

Redditch

B98 9PT

Telephone: 0300 311 2233

 

If you would like support to make your complaint you can contact POhWER the NHS Complaints Advocacy who delivers information, advice, support and Advocacy services throughout England. They can help you with your complaint, their contact details are:

 

Post –            PO Box 14043, Birmingham, B6 9BL

Telephone – 0300 456 2370 (charged at local rate)

Minicom –    0300 456 2364

Text –            send the word ‘pohwer’ with your name and number to 81025

Email –          pohwer@pohwer.net

 

You will be allocated an advocate who will support you through the complaint process.

 

Once you have gone through the NHS complaint process and if you still feel your concerns have not been satisfactorily addressed you can take your complaint to the Parliamentary and Health Service Ombudsman. Their contact details are:

 

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel: 0345 015 4033

 

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