Complaints Procedure

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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. Please see below for more information on how to make a complain.

You can find out how to contact us here

Introduction

If you have any concerns about the service you have received from the doctors or any other staff working in this surgery, please let us know.

We operate a complaints procedure as part of an NHS wide system for dealing with complaints and our system meets the national criteria.

How To Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned, or by discussing your concerns with our Practice Manager, Mrs Cindy Mootoosamy

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 on the day. This is because the sooner we know about a problem, the easier it is for us to establish what happened. In any event, please let us have details of your complaint:

Within 6 months of the incident; or
Within 6 months of discovering that you have a problem, as long as this is within 12 months of the incident.

Complaints should be addressed to the Practice Manager, Mrs Cindy Mootoosamy. You may prefer to ask for an appointment with the practice manager, to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly.

What We Will Do

We will acknowledge your complaint within three working days and will review and respond to your complaint in writing as soon as possible. There may sometimes be a delay to the response, if someone involved is on leave for instance. Cindy Mootoosamy will advise you of the expected time by when you should receive a reply and keep you informed of our progress. 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 shall:

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 appropriate apology.
Identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note that we must keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed to authorize you to complain on their behalf.

Other Options

We hope that if you have a problem, you will use our surgery complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong, and an opportunity to improve our practice.

Complaints to NHS England

If you feel that the practice was unable to resolved your complaints, then you can get in contact with NHS England address below. You can also contact Parliamentary and Health Service Ombudsman (PHSO) address below.

Useful Addresses

NHS Complaints Advocacy
PO Box 14043
Birmingham,
B6 9BL

You can also visit their website or call 0300 456 2370.
Contact can also be made with the NHS Complaints Advocacy by Email: pohwer@pohwer.net

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

You can also visit their website or call 0345 015 4033.
Contact can also be made with the Ombudsman by Email: Phso.enquiries@ombudsman.org.uk or by Fax: 0300 061 4000

Healthwatch Southwark
1 Addington Square
Camberwell
London SE5 0HF

Email: info@healthwatchsouthwark.co.uk

Southwark Citizens Advice Bureau

Telephone: 0344 499 1434