Procedure for Complaints

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.

If you have a suggestion, complaint or concern about the service you have received from the practice, please let us know. Any suggestions can be written down and handed to a member of staff.

We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria.


HOW TO COMPLAIN

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.

If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.  It helps us if you can give us as full details as possible.

Our staff will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.

If you have a complaint and wish to discuss your concerns, you can ask to speak to Tejinder Bajwa (Practice Manager).

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.


COMPLAINING ON BEHALF OF SOMEONE ELSE

Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this. You can download and use our third party consent form by clicking here.


WHAT WE WILL DO

We will contact you about your complaint within three working days and offer to discuss with you the best way to investigate it, including the time scales for a reply. We will aim to :

  • Find out what happened and what went wrong.
  • Invite you to discuss the problem with those involved, if you would like this
  • Apologise where this is appropriate.
  • Identify what we can do to make sure that the problem does not happen again.

If you feel that the practice was unable to resolve your issues then you can get in contact with Patient Advice & Liaison Service (PALS) address below. 


USEFUL CONTACTS

Healthwatch Lewisham (PALS information & signposting)

St. Laurence Community Centre
31 - 37 Bromley Road
Catford
SE6 2TS
  020 7998 7796


Lewisham Citizens Advice Bureau

  0844 826 9691


Patient Advice & Liaison Service (PALS)

NHS Commissioning Board
P.O. Box 16738
Redditch B97 9PT

Tel:                   0300 311 2233
Voice Ability:    0300 3305 454
Text Phone:     0786 002 2939
Email:               nhscommissioningboard@hscic.gov.uk


IF YOU ARE NOT SATISFIED

If you are not satisfied with the way we have dealt with your complaint, you can contact:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel:                 0345 015 4033
Web:              www.ombudsman.org.uk