We care about providing the best possible experience to patients and visitors. If you have any feedback for us, please let us know here. If you leave your name and email address, we will respond to your feedback, or you may remain anonymous and we will not be able to respond.
We do also enjoy receiving positive feedback so please do not hesitate to sing our praises as it motivates our team no end!
Complaint procedure
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.
Please read our complaints process leaflet
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 enables 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 Form is provided below.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days 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 doses not arise again,.
You will receive a final letter setting out the result of any practice investigations.
NHS Commissioning Board
Telephone: 020 8221 5750
Email: nelondonicb.complaints@nhs.net
In writing:
Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA
Independent Advice and Advocacy Support:
You can get free support, at any time, from your local independent complaint’s advocacy service. The details are as follows:
This service is provided by POhWER, an Independent Complaints Advocacy Service. You can contact them by:
Telephone: 0300 456 2370
Email: NHSComplaints@pohwer.net
Text: Send ‘pohwer’ with your name and number to 81025
POhWER can assist in writing letters and helping you present your case.
If you need help with your complaint
You can seek support with VoiceAbility either on their website: www.voiceability.org, by phone at: 0300 330 5454 or by email at: nhscomplaints@voiceability.org.
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel 0345 015 4033