Complaints, Concerns, Compliments & Feedback
At The Deepings Practice, we aim to provide a high standard of care and service. We value your feedback because it helps us improve our services and recognise the good work of our team.
💬 Talk to Us First
If you are unhappy with any aspect of your care or the service you have received, please let us know as soon as possible. Many concerns can be resolved quickly by speaking with a member of our team.
You can make a complaint verbally, in writing or by email. If you wish to make a formal complaint, please contact our Patient Experience Administrator, who will ensure that your concerns are recorded and investigated appropriately, fairly and as promptly as possible.
📝 What Happens Next?
We will acknowledge your complaint within 3 working days and, where appropriate, offer to discuss how your complaint will be handled. We aim to provide a full written response within 40 working days where possible. More complex complaints may take longer to investigate. If this happens, we will explain the reason for the delay, keep you informed and provide a revised timescale.
Your complaint will be investigated by an appropriate member of the Practice team. This may involve reviewing records and speaking with relevant staff.
At the end of the investigation, we will provide a written response explaining the findings, outcome and any learning or actions identified.
🔒 Confidentiality
We must comply with medical confidentiality requirements. If you are complaining on behalf of another patient, we may require their written consent before sharing information about their care.
There are specific restrictions on information that can be disclosed about deceased patients.
💚 Compliments & Positive Feedback
We are equally pleased to receive compliments, thanks and positive feedback.
If you have received particularly good care or would like to recognise a member of our team, please let us know. Your feedback will be shared with the relevant staff member and helps us recognise and celebrate the work of our team.
If You Remain Dissatisfied
If you remain unhappy with the outcome of your complaint or the way it has been handled, you can contact NHS Lincolnshire Integrated Care Board (ICB), which is responsible for complaints about GP services.
NHS Lincolnshire ICB
📞 01522 309299
📧 LICB.
You can also contact the Parliamentary and Health Service Ombudsman (PHSO) if you remain dissatisfied following completion of the complaints process.
📞 0345 015 4033
You should normally contact the Ombudsman within 12 months of becoming aware of the matter, although they may consider complaints outside this timeframe in appropriate circumstances.
We welcome your feedback — whether it is a concern, complaint, compliment or suggestion.
Your feedback helps us learn, improve and provide the best possible service to our patients.