How To Complain

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 (not the patient’s problem if it’s easier, get rid I think).  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, or you can write in).  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 10 working days and aim to have fully investigated within the next 3 months after the acknowledgement letter.  However, the practice also faces challenges due to Covid, practice response may get slightly delayed.   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, (get rid) 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.

Other Useful information

North Central London ICB

After 1 July 2023 if you want to make a complaint about primary care services in North Central London to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 020 3198 9743

E-mail: nclicb.complaints@nhs.net

Post: North Central London Integrated Care Board

Complaints Team
Laycock PDC
Laycock Street
London
N1 1TH

If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance. Primary Care Complaints:

NHS England is now receiving all queries and complaints in relation to primary care but suggests that the first point of contact should be in-house i.e. the practice manager.  Only if the patient remains dissatisfied with that process should they then make a formal complaint to NHS England, which are accepted via email or letter – details are on their website.

TAKING IT FURTHER

If you remain dissatisfied with the outcome you may refer the matter to NHS England:

e-mail: England.contactus@nhs.net

Tel: 0300 311 22 33

(Monday to Friday 8.00am to 6.00pm, excluding English Bank Holidays)

By post: NHS England  PO Box 16738  Redditch  B97 9PT