Hawthorn Medical Practice

01754 896350

Burgh Le Marsh surgery

01754 896350

Complaints policy

Suggestions and Comments

We try to provide a high standard of care and service to all our patients and are continually striving to improve our service, therefore we welcome any helpful suggestions and/or comments from patients in order to help us achieve this. If you have any suggestions, comments or compliments please hand them to reception or alternatively email hawthornmp.patientservices@nhs.net


We appreciate that while we are always trying to provide the best service possible, there may be occasions when you feel this has not happened. We take complaints very seriously and every effort is made to resolve any concerns in a timely manner. All complaints are viewed in a positive manner as they are used as a toll going forward to monitor, develop and improve the service we offer. All complaints are treated with the highest degree of confidentiality and will not have any effect your treatment in anyway.

How to make a complaint

If you have a complaint or concern about the service you have received from the practice, please let us know as soon as possible. Concerns are very often best dealt with when they arise, so we encourage patients to explain their concerns to our Department Managers who have immediate responsibility for the services their department provides and the staff that work within it. In many cases complaints/concerns can be resolved straight away as they are straightforward and easy to rectify.

Should you wish to make a more formal complaint in writing this again should be done as soon as possible after the event as it will help enable us to establish what happened more efficiently. If this is not possible then your complaint should be submitted within either 12months of the event happening or 12 months of you discovering that you had a problem. You can address your complaint to the Complaints Department, using the attached Complaint Form or by writing your own letter. Letters and forms can be emailed to patientservices@nhs.net if this is more convenient for you.

What the Practice will do

We aim to acknowledge all formal complaints within 3 working days of receipt and a full investigation will commence. You will be provided with a full response at the conclusion of our internal investigation, we aim to provide this to you within 10 working days. If we are unable to respond within this timescale you will be contacted with an explanation.

Complaining on behalf of someone else

We take confidentiality very seriously and will not discuss a patient with another person unless we have the patients express consent to do so. Therefore if you are not the patient but wish to complain on their behalf, the complaint must be accompanied by a signed letter from the patient giving us authority.

Complaints about other NHS Services

Any observations, comments or complaints about any other medical services should be sent to the appropriate hospital or service provider as the practice cannot comment on treatment and services given by other providers.

Details of medical services available in this area can be obtained from www.lincolnshireeastccg.nhs.uk or NHS Choices at www.nhs.uk

Other Sources for Help

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

Telephone: 0300 200 0084



Telephone 0300 311 2233