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COMPLAINTS

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We make every effort to give the best service possible to everyone who attends our practice.

If you have a complaint or concern about the service you have received from the doctors or the staff working at this practice, please let us know. We operate a practice based complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to Complain

We hope that most problems can be sorted out quickly and easily, 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, weeks.  This will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint: 

  • within 6 months of the incident that caused the problem; or
  • within 12 months of discovering that you have a problem, providing that this is within 12 months of the incident 

Complaints should be addressed to the Practice Manager or any of the doctors.  Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns and the Practice Manager will explain the procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint. 

What We Will Do

We will normally acknowledge your complaints within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to offer an explanation, or a meeting with the people involved.  When we look into a complaint, we will aim to: 

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where this is appropriate
  • identify what we can do to make sure the problem does not happen again

 

Complaining On Behalf Of Someone Else

Please note we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of somebody else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

  

Confidentiality

Your complaint will be treated as confidential.  Only people involved in it and the member of staff investigating it will have knowledge of it.  Any paper work about your complaint will be kept separately from your medical records.

  

WHERE TO GO FOR FURTHER INDEPENDENT ADVICE

We hope that if you have a problem, you will use our practice complaint procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  However, this does not affect your right to approach an independent advisor if you feel you cannot raise your complaint with us, or you are unhappy with the results of the investigation. 

 

NHS England Complaints Team

PO Box 16738

Redditch B97 9PT

Telephone: 0300 311 22 33

Email:    england.contactus@nhs.net

 

 

Islington Clinical Commissioning Group

Email:    islington.ccg@nhs.net

www.islingtonccg.nhs.uk/listening-to-you

 

 

Independent Complaints Advocacy Service

The Independent Complaints Advocacy Service (ICAS) is a national service that supports people who wish to make a complaint about their NHS care or treatment. Contact your local ICAS office as follows:

NHS Complaints Advocacy

VoiceAbility, United House,

39-41 North Road, London N7 9DP

Helpline: 0300 330 5454

Textphone: 0786 002 2939

Fax: 0330 088 3762

Email: nhscomplaints@voiceability.org

Website: www.nhscomplaintsadvocacy.org

 

 

Parliamentary and Health Service Ombudsman

If patients remain dissatisfied with the local resolution of complaints, they can seek a review by the Ombudsman and contact details are included below.

 

Millbank Tower

Millbank,

London SW1P 4QP

Complaints Helpline

Tel: 0345 015 4033

Fax: 0300 061 4000

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

 



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