We are interested to hear suggestions and complaints about the services that we provide. Our aim is to provide you with a high standard of service. Please contact the practice manager who will be more than pleased to assist you.
The doctors and staff at this practice are committed to providing high quality healthcare and services to our patients. We consider any complaint to be an expression of dissatisfaction with a service we provide.
If you have a complaint or concern about the service you have received please let us know.
How to complain
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are unable to resolve your complaint and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event this should be within 12 months of the incident happening, please give as much detail as possible.
If you are a registered patient you can complain about your own care, you are unable to complain about someone else’s treatment without their written authority (please see under complaining on behalf of someone else)
Please contact :
Lisa Woods – Practice manager either in writing to
1 Arcadian Gardens
Or by phone on:
0208 888 4142/2929
We can arrange for you to have a meeting with her to discuss and address your complaint. You are welcome to bring someone with you for support.
All complaints are taken very seriously and are treated in the strictest confidence.
Making a complaint will not affect your treatment or care.
What you need to provide
Provide as much information as possible to allow us to investigate your complaint. Include some or all of the following:
- your name and a valid email or home address for reply;
- a clear description of your complaint; including the date and time of incident, and any witnesses
What we do next?
We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the practice manager/GP to attempt to resolve the issue. If we are unable to reply within this time, we will let you know and provide a realistic estimate of when you can expect a reply.
When the investigations are complete your complaint will be determined and a final response sent to you.
We will look into your complaint to:-
- Find out what happened and what went wrong
- Invite you to discuss the problem with those involved, if you would like this
- Apologise where this is appropriate
- Identify what we can do to make sure that the problem does not happen again
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply – we may need your consent to do this.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Complaining on behalf of someone else
Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned confirming they are unhappy with their treatment and they are happy for someone else to deal with their complaint, will be needed unless they are incapable (i.e due to illness or accident) of providing this.
Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note we are unable to discuss any issue relating to someone else without their permission, which must be in writing, unless the circumstances above apply.
We will still need to correspond directly with the patient, or may be able to deal directly with the third party depending on the circumstances.
If you are dissatisfied with the outcome, or feel unable to speak to the Practice Manager
If you feel unable to speak to the Practice Manger there are a number of other people you can contact - GP, NHS England, PALS or the Health Service Ombudsman, details of which are below.
Dr Rajpopat or Dr Sheena Patel
Tel: 0208 888 4142/2929
Email – firstname.lastname@example.org
PO Box 16738
Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
PALS for help or advice;
The Patient Advice and Liaison Service (PALS) is based at St Ann’s Hospital who provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS
St Ann's Hospital,
St Ann's Road,
Tel: 020 8442 6859 / 6441
Our service is completely free, independent of the NHS and confidential. We can help people to use the NHS complaints process which covers all NHS funded treatment. This includes NHS hospitals, GPs, ambulance services, district nurses and mental health services, dentists, a pharmacist or optician.
We appreciate that it is sometimes hard to respond to and resolve concerns people raise because they are not always clear what the complaint is about and what resolution the person is seeking. This can often be improved when people are assisted by an Advocate helping them to focus on the issue and the outcome they seek so that a quicker, satisfactory resolution can be achieved.
The level of support an advocate can provide will depend on the needs and wishes of the person and may include helping a person to write letters, preparing for and supporting people in meetings and helping them to understand what they may achieve from the NHS complaints process. Our advocates are professionally trained and experienced to assist people with additional communications needs. In addition we also have self-help materials available in a range of accessible formats and different languages.
Telephone : 0203 553 5960
Email : LondonIHCAS@pohwer.net
London IHCAS Advocacy Hub,
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