Complaints Procedure

If you have a concern about the service you have received from the doctors or any of the staff, please let us know.

We hope that most problems can be sorted out easily and quickly at the time they arise. In any event, we need to know within six months of the incident or problem arising.

We operate an in-house complaints procedure which meets NHS criteria. If it is not appropriate to deal with your complaint, the practice manager will advise on how it may be pursued.

In order that your complaint may be dealt with efficiently, this procedure outlines how the procedure works.

It is our aim to report back to you within two week, although in some cases more time may be required.

Your complaint should be made to the Practice Manger, Mrs Kim Foy-Olowu, either verbally or in writing.

  • The receipt of your complaint will be acknowledged within two working days, although a full investigation may take a little longer.
  • Our target is to provide you with a full response within ten working days.
  • The Practice Manager may contact you to arrange a meeting to ensure that she fully understands the problem.
  • The Practice Manager may also offer you a meeting,¬† to include staff involved to try to resolve the issue.

If you would prefer not to discuss the matter with the practice, you may address your complaint to NHS England on the number 0300 3112233 or via email on hsmcompaintsteam@nhs.net. They will offer advise and support to NHS patients, families, and carers.

Your information may need to be shared with the Commissioning Support Unit.

We hope that all of your concerns have been fully addressed. If you have any more questions or comments, we would be more than willing to reply to these.

However, if you are not satisfied with our response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of goverment and the NHS. Her service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is good reason to do so.

If you have any questions about whether the Ombudsman would be able to help you, or about how to make a complaint, you can contact their helpline on 03450 154 033 or email phso.enquiries@ombusdman.org.uk . For further information about the Ombudsman, this is available at www.ombudsman.org.uk.

You can write to the Ombudsman at:

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

If you need any help or advice to make your complaint to the Ombudsman you
can contact your local Independent Complaints Advocacy Service (ICAS).
ICAS provides independent advocacy for people who have a complaint about
the NHS.