Gosberton Medical Centre – How to Make a Complaint

At Gosberton Medical Centre, we want to give you the best care possible. If something goes wrong, or you are unhappy with the service you receive, please tell us. Your feedback helps us improve.

How to Raise a Concern

  • Talk to any member of staff – many issues can be sorted out straight away.

  • If you’d like to make a formal complaint, you can do this:

    • In writing (letter, email, or using a form from reception)

    • By phone

    • In person at reception

If you need help to make your complaint, you can ask someone you trust to act on your behalf, or use the free NHS Complaints Advocacy Service (contact details available via Lincolnshire County Council or NHS.uk).

Who You Can Complain To

  • The practice directly – most complaints are resolved quickest this way.

  • The local NHS Integrated Care Board (ICB) (which looks after GP services in this area).

  • NHS England if you prefer.

We can give you the ICB and NHS England contact details on request.

What Happens Next

  • We will acknowledge your complaint within 3 working days.

  • We may contact you to talk about what happened and what you would like as an outcome.

  • We will investigate your complaint fairly and keep you updated.

  • You will get a written response, normally within 6 months.

If You’re Not Happy with the Response

If you feel your complaint has not been resolved, you can contact the Parliamentary and Health Service Ombudsman (PHSO):

The Ombudsman is independent and free to use.

Your Rights

  • Making a complaint will not affect your care.

  • You have the right to an explanation and, where appropriate, an apology.

  • We will make reasonable adjustments (such as interpreters, large print, or easy-read versions) if you need them.

Confidentiality

  • Complaints are treated in strict confidence.

  • Details will not be recorded in your medical notes.

Learning and Improvement

We review all complaints to improve our services. We also keep track of informal comments and suggestions to spot ways we can do better.

📍 Contact Us

Gosberton Medical Centre

Telephone: 01775 840204

Email: licb.gosberton@nhs.net

Website: www.gosbertonmedicalcentre.co.uk