Complaints Policy

We care about your views.

The practice has a formal complaints procedure and we always welcome the opportunity to deal with any part of the service which is causing you concern. Please contact our Practice Manager, Mrs Jasmine Burton to submit your complaint via telephone, in person or in writing. Note that all complaints are logged and dealt with, with the same level of diligence, whether made verbally or in writing.


You should raise a complaint as soon as possible following the event, and at most 12 months after the occurrence or 12 months from the time you become aware of the issue.

You have a right to be regularly updated regarding the progress of your complaint. If you do make a written complaint, Jacksdale Medical Centre will aim to provide:

·  An initial response to acknowledge receipt of your complaint within three working days

· Regular updates during the investigation

· Resolution of the complaint within 40 days


Any complaint is investigated with the utmost confidence and all associated documentation is held separately from your medical records.

Note that if you are making a complaint on behalf of someone else, we will require their express consent to disclose any medical information, before we can provide a response.

Other Avenues

If we are unable to resolve the problem, you may wish to take your complaint further. If this is the case then please contact:

Patient Advisory and Liaison Service (PALS) as the next stage of the NHS complaints process. The nearest PALS is based at Ripley Resource Centre, DE5 3JE and number 01332 623700.


Nottingham and Nottinghamshire Intergrated Care Board

via Telephone: 0115 8839570

By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU;

By Email: [email protected]



The care and treatment delivered by Jacksdale Medical Centre is done so with due diligence and according to current guidelines.  However, we acknowledge that sometimes things can go wrong.  By having an effective complaints process in place, our practice is able to investigate and resolve complaints in a timely manner, achieving the desired outcome for our patients, whilst also identifying lessons learnt and ultimately improving the service we provide.