Feedback, Compliments & Complaints

LET THE PRACTICE KNOW YOUR VIEWS – THEY ARE IMPORTANT TO US

Beechfield Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the Practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the Practice continue to build and improve upon the service it offers.

We aim to provide high-quality care at all times. If you are unhappy with any aspect of the service you have received, please let us know. Your feedback helps us improve.

Our Commitment to You

Making a complaint will not affect your care or treatment in any way
We take complaints seriously and handle them fairly, openly, and confidentially
We follow the NHS Complaints Procedure
We are committed to the Duty of Candour – being open, honest, and learning from mistakes

How to Raise a Concern or Complaint

Step 1 – Informal resolution

If you feel able to, you may speak to the staff member involved or a member of the management team. Many concerns can be resolved quickly at this stage.

👉 You do not have to raise your concern informally if you would prefer not to.

Step 2 – Making a formal complaint

You can make a complaint verbally or in writing.

Patient Feedback & Complaint Form – Jan 2026

Please contact:

Practice Manager
Beechfield Medical Centre
Beechfield Gardens
Spalding
PE11 1UN

Time Limits

Please submit your complaint:

Within 6 months of the incident, or
Within 6 months of becoming aware of the issue
(provided this is no later than 12 months after the incident)

What Happens Next

We will acknowledge your complaint within 3 working days
We will respond within a reasonable timescale
We will:
- Look into what happened
- Provide an apology where appropriate
- Explain what we have learned and what we will do to prevent it happening again

Complaints Made on Behalf of Someone Else

If you are complaining for another person, we will need their written consent, unless they are unable to provide this due to illness or incapacity.

Complaining to an External Organisation

You may choose to complain directly to an external organisation instead of the Practice.

NHS England

📞 0300 311 2233
📧 england.contactus@nhs.net
(Please include “For the attention of the Complaints Team”)

NHS Lincolnshire Integrated Care Board (ICB)

📞 01522 573939
📍 HQ Bridge House, The Point, Lions Way, Sleaford, NG34 8GG

Independent Advocacy Support

You can get free, confidential support to help you make a complaint.

VoiceAbility
📞 0300 303 1660
📧 helpline@voiceability.org
🌐 www.voiceability.org

Care Quality Commission (CQC)