If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS complaints system, which meets or exceeds national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that isnot possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (Ashley Porter). She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and our aim is to fully investigate and send you a full response as quickly as possible. We will let you know when we receive your complaint how long we anticipate this will take. If it then takes longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take
steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations
The Practice Complaints Manager is:
Tel: 0208 864 3466
TAKING IT FURTHER
Patients who have comments or complaints about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the Practice Manager, can contact NHS England using the details below.
PO Box 16738
Tel: 0300 311 22 33
They will be able to provide confidential advice and support, helping you sort out any concern you may have about the care we provide, and can assist you in accessing the NHS complaints system. If you are dissatisfied with the outcome you also have the right to approach the
Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman
Tel 0345 0154033