This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

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.
To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. The information provided here is also available from reception.
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.


Making a complaint

The doctors and staff at this Practice are committed to providing high quality healthcare and service to patients. 
If you have a complaint or concern about the service you have received from the Practice, please let us know. 
We operate a complaints procedure as part of the NHS system for dealing with complaints. The Practice complaints procedure meets national criteria.
 
How to complain
 
If you wish to make a complaint, please let us have details of your complaint as soon as possible so that we can find out what happened. 
All complaints should be addressed to the Practice Manager, in writing.  Our complaints form is provided below, if you would like to print it out yourself, complete and return it. Otherwise, you can get a copy from reception.  If you are unable to fill in the form, please ask a member of staff for assistance
 
Time limit for complaints 
 
You need to make your complaint within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem relating to a specific incident. 
Please note that if you are complaining on behalf of somebody else, you must ensure that you have his/her written consent to do so.  The bottom part of our complaints form can be used for this purpose.
 
What we will do: 
 

  • We will acknowledge your complaint within 3 working days (either by phone or in writing) and give you approximate time frame for a reply
  • We will investigate to find out what went wrong
  • We will invite you to discuss the problem with those involved, if you would like this
  • We will apologise where this is appropriate
  • We will try to identify what can be done to make sure that the problem does not happen again 

  
Getting help
 
If you are not prepared to have your complaint investigated by the Practice, you can contact:
 

  • PALS (Patient Advice and Liaison Services), tel: 0800 064 1120. They are not part of the official complaints procedure, but they might be able to deal with your concerns informally.  They can also give you more information about the complaints procedure and about ICAS (Independent Complaints Advocacy Services). PALS are based at Ealing Hospital, Uxbridge Road, Southall, UB1 3HW.
  • ICAS (Independent Complaints Advocacy Services) – free, confidential and independent service. They can provide impartial support when you are making complaint.  They can help to draft or write a letter, can arrange interpretingor can accompany you to a meeting. Their website: ww.pohwer.net. Tel: 0845 120 3784 or 0845 337 3067 

  
If you are not satisfied 
 
If you are not satisfied with the way we have dealt with your complaint, you can contact the Health Service Ombudsman. The Parliamentary and Health Service Ombudsman website  contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman. The Ombudsman can look into complaints about local government, National Health Service organisations - including GPs 
  

The Health Service Ombudsman, MillbankTower, Millbank, London SW14 4QP. Tel: 0845 015 4033 http://www.ombudsman.org.uk/
 

Remember: 

  • We want you to let us know if you are unhappy or have a suggestion about how we can do things better
  • All complaints are treated in the strictest confidence
  • Making a complaint will not affect your treatment or care
  • Any correspondence relating to your complaint will not become part of your medical record
  •  
     
     
    IN-HOUSE COMPLAINTS FORM
     
    Complainant’s Details:
     
    Surname         ……………………………………………………………………………………………………………………………………………......
     
    First name       …………………………………………………………………        Date of birth            ……………………………………………….
     
    Address            ……………………………………………………………………………………………………………………………………………….
     
    Tel. number            …………………………………………………………………………………………………………………………………………..
      
    Nature of complaint: (please use a separate sheet if necessary):
     
     
     
     
     
     
     
     
     
     
    Signed             …………………………………………………………………                      Date            ……………………………………………
     
    If the complainant is not the patient, the patient should complete the section below to show that consent has been obtained
     
    I,  …………………………………………………… hereby authorise the above complaint to be made and agree that members of the Practice may disclose (only if so far necessary) confidential information about me to the complainant name above
     
    Signed             …………………………………………………………………                       Date            …………………………………………. 
     
    Signed on behalf of the Practice         ………………………………………                       Date            …………………………………………..
      
     

 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website