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 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager. 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. Click Patient Complaint Form with Information.
Email: cahccg.bartonhouse@nhs.net
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 in the Patient Complaint Form.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 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
https://www.healthwatchhackney.co.uk/wp-content/uploads/2021/08/Hackney-Health-and-Social-Care-Complaints-Charter-GP-Practices.pdf
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
Tel 0345 0154033
www.ombudsman.org.uk
PALS - Patient Liaison and Advice Service
Homerton University Hospital NHS Foundation Trust
Homerton Row
London E9 6SR
tel: 020 8510 7315
A voicemail service is available out of office hours
Textphone: 07584445400
Email: huh-tr.PALS.Service@nhs.net
HealthWatch - Your local Healthwatch can help you find independent NHS complaints advocacy services in your area
The Advocacy Project -
The Independent Health and Care Advocacy Services for Hackney - https://www.advocacyproject.org.uk/ -
NHS England - NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.
You can complain or give feedback:
By post to: NHS England
PO Box 16738
Redditch B97 9PT
By email to: england.contactus@nhs.net
If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33