Complaints
Complaints
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 6 months of the incident that caused the problem; or within 6 months of discovering that you have a problem provided this is within 12 months of the incident. You should address your complaint in writing to the Practice Manager – (you can use the attached form or ask for one to be emailed to you or pick up a form from The Practice). The Practice Manager will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. Please click on the link and complete our online form:
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
Patient Third-Party Consent Form
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 30 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to:
NHS North East London
Complaints Department
4th Floor – Unex Tower
5 Station Street
London E15 1DA
Telephone: 020 8221 5750
E-mail: nelondonicb.complaints@nhs.net
The Advocacy Project -
The Independent Health Complaints Advocacy
They offer independent and confidential advice on making a complaint.
Address: The Advocacy Project, PO Box 58087, London W10 9EB
Email: referrals@advocacyproject.org.uk
Tel: 020 3960 7920
Website: https://www.advocacyproject.org.uk/hackney
HealthWatch - Your local Healthwatch can help you find independent NHS complaints advocacy services in your area.
Address: 1st Floor, Block A, St Leonard’s Hospital, Nuttall Street, London N1 5LZ
Email: Info@healthwatchhackney.co.uk
Tel: 080 8164 7664
Hackney’s Health & Social Care Complaints Charter