Complaints Policy

Barrack Lane Medical Centre offers a simple procedure for patients or persons acting on their behalf that wish to make comments, suggestions or to complain about the services we provide.

We aim to provide the highest possible standard of service at all times and will deal promptly with any problem that may occur.

Complaints Procedure

This page explains what to do if you have a complaint about the service we provide to you.

If you have a complaint regarding an appointment or reception issue, please discuss this with one of our Care Co-ordinators in the first instance, who may be able to resolve this straight away.

If you wish to make a complaint, please: 

• Telephone: 01473 252827
• Write to our Complaints Manager
• or complete our secure complaints form

They will record full details of your complaint and decide how best to undertake an investigation.

We think it is important to deal with any complaint received as soon as possible. 

You will receive written acknowledgement of your complaint within 3 working days. 

We aim to provide a written response or offer you an appointment for a face-to-face meeting to discuss matters within two weeks. This may take longer, however, if there are lengthy or complex enquiries to be made, but if this is the case, we will keep you informed on progress. 

You are welcome to bring a friend, relative or independent advocate with you to any face-to-face meeting if you wish to.

We will do all that we can to address your concerns in an open and honest manner and to provide you with an explanation and discuss any action needed. We hope, therefore, that you will feel satisfied that we have dealt with the matter thoroughly.

If, however, you should wish to continue with your complaint, we will provide you with support to do so and direct you to an appropriate body outside of the practice for further help. 

Our procedure is not designed to deal with questions of legal liability or financial compensation, but we hope you will use it to allow us to look into and put right any problem you have identified or mistake that may have been made.

If you wish to make a complaint about Primary Care Services, please contact NHS Suffolk & North East Essex Integrated Care Board:

NHS Suffolk and North East Essex Integrated Care Board
Endeavour House
Russell Road
Ipswich
Suffolk
IP1 2BX
Telephone: 01473 770 000
Online: Visit the NHS Suffolk and North East Essex Integrated Care Board website

• Or telephone PALS on: 0800 389 6819
• Or visit the Parliamentary and Health Service Ombudsman website

You have the Right to complain if you are not happy with any aspect of the care or treatment you have received and to have your complaint properly investigated.

Barrack Lane Medical Centre operates a Complaint Procedure that complies with NHS (England) Regulations.