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At MSK Doctors we take your care very seriously.


On occasions a patient may wish to make a complaint or provide us with feedback on their experience with us.


If you would like to make a formal complaint

Please put your complaint in writing to the Practice Manager Bethan Lee


The Practice Manager may ask to communicate with you on the telephone or suggest a meeting to help understand if more detail is required.

The Practice Manager will investigate thoroughly and fairly. This may Involve meeting staff, consultants or Radiologists to establish facts.

Once the Investigation is fully completed, the Practice Manager will formally respond to you in full.


Stage 2- Internal review

If you were dissatisfied with the Practice Manager’s response, you can ask for an Internal review which is known as stage 2 of the complaint’s process.


We kindly ask you to address this in writing to:

Prof Paul Lee, Clinical Director

The Keep Clinic, The Old Barracks, Sandon Road, Grantham, NG31 9AS.


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

The Clinical Director will ensure a comprehensive review is completed of your complaint.


Stage 3- Independent external Adjudicator

If you are unhappy with the outcome you have the right to request an Independent external adjudication.



If you would like to provide feedback

The Practice Manager reviews every single patient questionnaire

Patient Questionnaires are kept in our waiting rooms, at Reception or can be found on our website


Thank you 

Bethan Lee

Practice Manager

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