Comments & Complaints

 

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The Doctors and staff at this Practice are committed to providing high quality healthcare and services to our patients. The majority of our patients are satisfied with the care and treatment they receive. However, it is acknowledged that on occasions a patient may be unhappy about the service provided and may wish to complain.

If you have a complaint or concern about the service you have received from the Doctors or staff working at this Practice, please let us know. We operate a complaints procedure as part of the NHS system for dealing with complaints. Our complaints procedure meets national criteria. If you wish to complain about services from other providers, please contact their PALS (Patient Advice & Liaison Service).

 

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time when 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. This will enable us to establish what happened more easily

 If this not possible, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem
  • Within 12 months of discovering that you have a problem relating to a specific incident.

Complaints should be addressed to the Practice Manager, in writing or by email. The reception team can explain the complaints procedure to you. It would be of great help if you would be as specific as possible about your complaint.

 

What we shall do

We shall acknowledge your complaint within two working days and aim to have responded to your complaint within 10 working days from the date the complaint was made. If the complaint is more complex (and we need more time to investigate it), we will explain the reason for the extra time taken and confirm by when we expect to respond.

When we look into your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure that the problem does not happen again.
 

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. Therefore, 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 (i.e. due to illness) of providing this.

 

If you are not satisfied

If you are not satisfied with the result of the complaint procedure you can complain to the following:

NHS Commissioning Board

NHS England
PO Box16738
Redditch
B97 9PT

The Parliamentary and Health Services Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP  

 

Help to make a complaint

Independent Health Complaint Advocacy (IHCA) can help and advise Hackney residents who wish to make a complaint about any health and care services.

If you experience difficulties in contacting any of the organisations above, or would like to share your experiences of any health and care services, please contact Healthwatch Hackney. 020 3960 7458/ Freephone number 0808164 7664 or email info@healthwatchhackney.co.uk 

Remember

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