Making a suggestion or a complaint
The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.
If you have a complaint or concern about the service you have received from the practice, please let us know.
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. This can be in writing or by emailing to LEWCCG.firstname.lastname@example.org
You can also ask for an appointment with Ann Cochrane (Patient Services Manager) or Ed Hillan Practice Manager) in order to discuss your concerns. Our staff will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.
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.
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 offer you an explanation within that time frame. Or a meeting with the people involved.
- 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.
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 contact Healthwatch Lewisham, St Laurence Community Centre, 31-37 Bromley Road, Catford, London SE6 2TS. They offer support, information and assistance to patients, relatives and visitors.
Tel: 020 7998 7796
The NHS Complains Advocacy Service@voicability.org (ICAS) on 0845 337 3061 can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. The website is: www.pohwer.net
Lewisham Citizens Advice Bureau may also be able to help on 0844 826 9691
The NHS Commissionign Board has a Patient Advice & Liaison Service (PALS)
NHS Commissioning Board
PO Box 16738
Tel: 0300 311 2233
Voice Ability: 0300 330 5454
Text Phone: 0786 002 2939
If you are not satisfied
If you are not satisfied with the way we have dealt with your complaint, you can contact
the Health Services Ombudsman on 0845 015 4033.
The website is: www.ombudsman.org.uk
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.
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