Noticeboard

FLU CLINIC - 19th NOVEMBER

We will be holding a walk-in flu clinic on Saturday 19TH NOVEMBER 8am-12pm. No appointments necessary. 

Visit www.nhs.uk to check if you are eligible.  

BRANCH SITE

The practice is pleased to announce that we have recently purchased an additional premises which will open as our branch site - BEECHFIELD WEST MEDICAL CENTRE - in the new year. Read more here

Seasonal Vaccinations

Visit our Flu & Covid page for up to date information on our seasonal vaccination programmes. 

Comments and 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.

All feedback is welcome via NHS Choices or via our contact page

 

PRACTICE COMPLAINTS PROCEDURE

 

If you have a complaint about the services we provide or that you have received from any member of staff working in this Practice, please let us know. The Practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

 

Note: If you make a complaint it is Practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

 

YOU CAN DOWNLOAD THE PRACTICE COMMENTS AND COMPLAINTS FORM HERE:

COMMENT & COMPLAINT FORM

DUTY OF CANDOUR

 

We take the principles of candour seriously. This means that we will be open, transparent and honest in dealing with any complaints raised and, where we have erred, we will ensure that we will learn and share our learning with our team at regular meetings.

 

HOW TO COMPLAIN

 

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact a member of the management team, who will try to resolve the issue and offer you further advice on the Complaints Procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

 

Written Complaints should be addressed to:

 

The Practice Manager, Beechfield Medical Centre, Beechfield Gardens, Spalding PE11 1UN

 

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

  • Within 6 months of the incident that caused the problem; OR
  • Within 6 months of discovering that you have a problem, provided this is within 12 months.

 

The Practice will acknowledge your complaint within three working days and aim to have responded to your complaint within twenty working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the Practice looks into your complaint it aims to:

 

  • Ascertain the full circumstances of the complaint;
  • Make arrangements for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology, where this is appropriate;
  • Identify what the Practice can do to make sure the problem does not happen again.

 

COMPLAINING ON BEHALF OF SOMEBODY ELSE

 

Please note that Beechfield Medical Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the Practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

 

 

COMPLAINING TO OTHER AUTHORITIES

 

If you feel that you would prefer to complain to the external body with overall responsibility for our services, then you should write to either of:

 

NHS England

PO Box 16738

Redditch

B97 9PT

 

Email: england.contactus@nhs.net – stating ‘For attention of the complaints team’ in the subject line.

 

Telephone: 0300 311 2233

 

Or

 

NHS Lincolnshire Integrated Care Board (ICB)

HQ Bridge House

The Point

Lions Way

Sleaford

NG34 8GG

 

Telephone: 01522 573939

 

Please note that if you have already made your complaint to us and have not been satisfied with the response provided, you should contact the Ombudsman (as below) and not the bodies mentioned above.

 

CONTACTING THE CARE QUALITY COMMISSION

 

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161 or, alternatively, visit the following website: http://www.cqc.org.uk

 

PATIENT ADVISORY LIAISON SERVICE (PALS)

 

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Please find details using web address below: http://www.pals.nhs.uk or phone: 0300 1239553

 

INDEPENDENT COMPLAINTS AND ADVOCACY SERVICE (ICAS)

 

ICAS is a national service that supports people who want to make a complaint about their NHS care or treatment. Please find details on your local ICAS service using the web address below: http://www.pohwer.net/how_we_can_help/icas_providers.html

 

OMBUDSMAN

 

If you are not happy with the response from the Practice, NHS England or NHS South Lincolnshire CCG (if you complained directly to either of them), you can refer your complaint to:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP                                                                   Tel: 0345 015 4033 (Helpline)

http://www.ombudsman.org.uk                           or text phone (minicom): 0300 061 4298