Comments & Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Complaints should be made as soon as possible - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. Complaints should be made:-
- Within 12 months of the matter which caused the problem; or
- within 12 months of becoming aware you have something to complain about.
You should contact or write to Mrs Mouna Allam, Practice Manager or either GP Partner if you wish to raise a concern or make a formal complaint.
You may also ask for an appointment with Mouna Allam, Practice Manager or Emmerson Walgrove, Patient Engagement Lead (PEL) or either Partner to discuss your concerns.
He/she will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It would be helpful if you can give specific details of what you feel went wrong and what outcome you would like.
We shall acknowledge your complaint within 3 working days and offer to discuss your concerns and agree a way forward with you. We will investigate your complaint and aim to provide you with our findings within a time frame agreed with you.
When we look into a complaint, we shall aim to:-
- find out what happened and what went wrong;
- make it possible for you to discuss the problem with those concerned, if you would find this helpful;
- make sure you receive an appropriate apology;
- identify what we can learn from your complaint and what we can do to make sure the problem does not happen again in order to improve our services.
Complaining on behalf of someone else
Please note we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else. we have to know that you have his or her permission to do so. A note signed by the person concerned and verification of their signature will be needed, unless they are incapable (because of illness) of providing this.
Complaining to NHS England
If you do not feel able to raise your complaint with us or you are dissatisfied with the outcome of your complaint you can contact NHS England, although we would like you to talk to us at the practice to give us the opportunity to resolve your concerns in the first instance.
However, the helpline number for NHS England is 0300 311 2233 or you can write to NHS England PO Box 16737 Reddith B97 9PT.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.