Suggestions & Complaints

 

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We monitor our services to ensure the best possible standards of care are maintained and we welcome your suggestions as users of the Health Centre.

 

We believe we offer an efficient service, however, if there is a problem, please tell us and we will do our best to put it right. If possible, please come in and speak to the Business Manager or write in giving the details. This will ensure we understand the issue, and can then investigate and propose a solution. Alternatively, please ask at Reception to speak to the Patient Liaison Officer or our Business Manager.

Similarly, if you have any suggestions about improving our services, please address them to the Manager.

 

Complaints Procedure

Our aim is to provide the highest level of care for all our patients. We will always listen to suggestions to help us improve our service

 

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

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. If it is not possible to do that, please let us have details of your complaint;

  • Within 12 months of the incident that caused the problem; or
  • Within 12 months of discovering that you have a problem

Our Business Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint in writing giving as much information as you can, to him as soon as possible. You can also ask us to write down your complaint for you and we’ll then ask you to agree that this represents what the complaint is about.

 

What we will do

Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We’ll acknowledge your complaint within 3 working days with an offer of a meeting to discuss your concerns. We aim to have looked into your complaint with 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your 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 appropriate
  • Identify what we can do to make sure the problem doesn’t happen again. 

At the end of the investigation your complaint will be discussed with you in detail, in person or in writing

 

Complaining on behalf of someone else because of illness or language problems

Please note that we keep strictly to the rules of medical confidentiality and medical records are protected by the Data Protection act 1998. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

Getting help

Alternatively, if you don’t want to complain directly to us, you can complain via the NHS Commissioning Board – their number is 020 3350 4500 and their email address is nwlcsu.cblondoncomplaints@nhs.net

You can also contact someone to help you make your complaint – they will support you and help you to put into words exactly what your complaint is and how you think it could be resolved.

For Bexley residents, this is:
Advocacy for All 0845 832 0034 or 241 Main Rd Sidcup DA14 6QS

For Greenwich residents, this is:
VoiceAbility 0300 330 5454 or nhscomplaints@voiceability.org

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Their phone number is: 0345 015 4033 and their email address is: phso.enquiries@ombudsman.org.uk. Or, they can be contacted by writing to Millbank Tower, Millbank, London SW1P 4QP

We always try to improve our service so your suggestions and comments are always appreciated – our Business Manager’s is usually available to speak to patients

 

Remember

  • We want you to let us know if you are unhappy or have a suggestion about how we can do things better.
  • All complaints are treated in the strictest confidence.
  • Making a complaint will not affect your treatment or care.