Patient Complaint Form
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 complaint procedure as part of an NHS complaints system, which meets 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 is not 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 (you can use the attached form). He/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. A Third Party Consent Form is provided below.
What we will do
We will acknowledge your complaint within 3 working days.
We will then phone you to see how you wish your complaint to be managed.
We will aim to have fully investigated within one month of the date it was received. If we expect it to take 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
Complaints advice
At any stage of this process, you are entitled to contact the Independent Complaints Advocacy Service who can give advice on complaint handling.
This is provided by Rethink Advocacy which is an Independent Complaints Advocacy Service, telephone: - 0300 7900 559 (option 2) or by email candi@rethink.org They can write letters for you and help you present your case, if you wish.
Taking it further
Complaints Team, NHS North Central London Integrated Care Board
Tel No: 020 4515 1448
More information on how they will handle your complaint can be found here.
If you remain dissatisfied with the outcome you may refer the matter to:
Parliamentary and Health Service Ombudsman (PHSO):
To take your complaint to the Ombudsman, please visit here or call 0345 015 4033.
Contact can also be made with the Ombudsman by Email: phso.enquiries@ombudsman.org.uk
If you would prefer to write, the address is:
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Further information about the Ombudsman is available here.
