Complaints Policy

We aim to provide a high level of service and care to all our patients. We will always be prepared to listen if there are ways in which you feel we can improve our service.

For any comments both positive and negative please contact the Practice Manager Rebecca Wood using our online contact form, via post at the practice or by phone 020 7354 1972

We promise to make sure your comments and complaints remain confidential if you wish and we will make sure that we investigate each point fairly. We will also let you know how we will prevent these problems happening again and will be transparent about any system failures.

Making a Complaint

If you have any complaints or concerns about the service you have received from the doctors or staff working for this practice please let us know either verbally to the Assistant Practice Manager or if you feel it needs to be in writing please address it to the Assistant Practice Manager.

We hope that most problems can be sorted out quickly often at the time they arise however if we receive a complaint a member of senior staff usually the Assistant Practice Manager or Practice Manager will conduct an investigation and collate evidence regarding the points made in your complaint. She will interview staff and if necessary contact the complainant directly. The investigation will be conducted in a fair and transparent manner and you can be assured this will have no negative bearing on the care you receive from the practice.

If you wish your details to be kept anonymous from other members of staff please speak to the Assistant Practice Manager who can arrange this.

Complaints must be received within 12 months of the incident which caused the problem or within 12 months from the date which the event that is the subject of the complaint came to light to ensure we can investigate thoroughly and ensure we get all the facts.

Please address your complaint to Alex Garland, Assistant Practice Manager. You can make your complaint in person or in writing.

North Central London ICB

From Saturday 1 July 2023, the way members of the public make a complaint about primary care services (GPs, dentists, pharmacies and opticians) to the commissioner is changing.

Rather than contacting NHS England (NHSE), patients will contact their local ICB instead. For NCL, patients can do so by contacting NCL ICB’s Complaints team.

Patients will still be able to make a complaint directly to the service provider; this will not change on 1 July 2023.

The central NHSE complaints team will retain the handling of complaints for some services commissioned directly by NHSE, such as:

• specialised commissioning (e.g. eating disorder services, gender reassignment services, mental health hospital beds)
• Health and Justice (prison healthcare which includes GP and nurse care in a prison setting)
• armed forces health 
• Public Health section 7a (immunisations and vaccinations) 
• Primary Care Support England 
• services delivered nationally by NHSE to patients (e.g. screening call and recall, NHS App).

This list is not exhaustive.

NCL ICB has provided copy for practices to use on their websites to update patients about the upcoming changes. Also attached are some frequently asked questions, which staff can use to answer any queries patients may have about the changes.

If you have any questions or require further information about the changes in NCL, contact the NCL ICB Complaints team.

• By email: nclicb.complaints@nhs.net
• By telephone:  020 4515 1448 (This is an automated service. Please leave a message requesting a call back, we will endeavour to call you back within 3 working days).
• By post: NHS North Central London ICB, Complaints Team, 2nd Floor, Laycock PDC, Laycock Street, London, N1 1TH

What Happens Next

Your complaint will be acknowledged within 3 working days.

 We will look into your complaint to find out:

• 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 apology, where appropriate 
• Identify what we can do to ensure that the problem does not happen again.
•  At the end of the investigation your complaint will be discussed with you in person or in writing. A full reply will be sent as soon as possible that will include any improvements we have made to the service following your complaint. This will depend on the complexity of the complaint and whether other agencies are involved. You will be kept up to date regarding the progress.
• If you are still not happy you can contact the practice and another member of Senior staff will review the complaint to see if there is anything we have missed.

Help With Making Your Complaint

If you need assistance in making your complaint you can contact The NHS Complaints Advocacy Service via their website

If you feel you cannot contact the practice directly you can send details of your complaint to NHS England. Details are available on the NHS England website

If You Are Still Not Satisfied

If you are still not satisfied with the handling or response to your complaint you have the right to ask the Health Service Ombudsman to investigate the complaint on your behalf. 

Complaining on Behalf of Someone Else

Please note that we observe the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A letter signed by the person concerned will be needed.