We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 020 8854 0356
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.
Complaints may be submitted verbally or in writing. A complaints form is available at reception. Alternatively, you may send your complaint via email; please contact the practice to obtain the appropriate email address.
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
What we will do
We will acknowledge your complaint within three working days and offer to arrange a telephone call to discuss your concerns. We aim to investigate and address your complaint within ten working days from the date it was raised. The Complaints Manager will advise the complainant of the next steps and timescale of the investigation.
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.
Complaining on behalf of someone else because of illness or language problems
We keep strictly to the rules of medical confidentiality and medical records are protected by the Data Protection act 1998.
When submitting a complaint on behalf of another individual, you must confirm that you have their permission. We require written and signed consent from the individual concerned, unless they are unable to provide this due to illness.
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
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 Greenwich residents
VoiceAbility 0300 330 5454 or Visit the VoiceAbility website.
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 or, they can be contacted by writing to Millbank Tower, Millbank, London SW1P 4QP