Making a Complaint
We want to provide the best possible service and care. If you have concerns about your experience at Adelaide Street Family Practice, please tell us — your feedback helps us improve.
Talk to Us
Most concerns can be resolved quickly. Please speak to a member of staff in the first instance.
If the matter cannot be resolved immediately, you can ask to speak with a member of the Complaints Management Team. (Please note this may need to be a booked appointment.)
How to Make a Complaint
You can make a complaint verbally or in writing.
• Ask reception for a complaints form, or
• Email us at blackpool.adelaidemedicalcentre@nhs.net.
We will acknowledge your complaint within three working days and aim to investigate it as soon as possible, keeping you updated on progress throughout.
Timeframes
Complaints should normally be raised:
• Within 12 months of the incident, or
• Within 12 months of becoming aware of the issue.
Step 4: Investigation and Confidentiality
All complaints are handled in line with NHS guidance and in the strictest confidence.
Documents relating to a complaint are kept separate from your medical record.
Complaints Made on Behalf of Someone Else
If you are raising a complaint for another person, we will need their written consent before we can proceed. A third-party complaint form is available from reception.
If You Prefer to Complain to Someone Else
If you do not wish to contact the practice directly, you can ask the Integrated Care Board (ICB) to investigate on your behalf:
Lancashire and South Cumbria ICB
Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB
📞 0300 373 3550
✉️ lscicb-fw.patientexperience@nhs.net
Step 7: Advocacy Support
If you would like independent help or advice when making a complaint, you can contact:
• POhWER – 0300 456 2370
• Advocacy People – 0330 440 9000
• Age UK – 0800 055 6112
• Your local council for community advocacy options
Further information on advocacy services is also available from the Parliamentary and Health Service Ombudsman (PHSO).
Further Action
If you remain dissatisfied after receiving a final response from the practice or ICB, you can escalate your complaint to:
Parliamentary and Health Service Ombudsman (PHSO)
Millbank Tower, Millbank, London SW1P 4QP
or
Citygate, Mosley Street, Manchester M2 3HQ
📞 0345 015 4033