Complaints Procedure for Patients
If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know 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 can be made in the first instance either orally or in writing to any of our staff.
What we will do
We will acknowledge receipt of your complaint within 1 working day, either orally or in writing. Our complaints lead will investigate the issue and respond to the patient either over the phone or by email. If we cannot resolve the problems for you there and then to your satisfaction, we will escalate the complaint from the complaints lead to our Clinical Directors.
We always aim to investigate and deal with all complaints efficiently and speedily.
If we are unable to meet the response deadline of 20 working days, we will contact you to advise why and inform you of the extended date.
When we look into your complaints, we will aim to:
- find out what happened and what went wrong
- advise you what we will do to put the matter right
- make sure you receive an apology where this is appropriate
- identify what we can do to make sure the problem does not happen again.
Contact any of us by phone: 020 8003 8553 or fill in the form on the right hand side and someone from our team will get in touch.
In the event of a continued disagreement which cannot be resolved internally, you may be advised to approach an appropriate external authority, such as the Independent Healthcare Sector Complaints Adjudicator Service (ISCAS), the local Trading Standards officers, or independent mediation may be suggested.
Independent Healthcare Sector Complaints Adjudicator Service (ISCAS)
Local Trading Standards Officer: Chartered Trading Standards Institute: https://www.tradingstandards.uk/consumers/support-advice