Complaints and feedback

Only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form.

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately.

You can ask for an appointment with the complaint team in order to discuss your concerns who will explain the complaints procedure to you and make sure that your concerns are dealt with appropriately. 

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.

We will look into complaints to:

• 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.

What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint.

If you accept, the discussion should cover the period within which a response to your complaint is likely to be sent.

There’s no set timeframe for responding, and this will depend on the nature of your complaint.

If, in the end, the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you’ll receive a written response.

The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman.

Complaining on behalf of else

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 (i.e. due to illness) of providing this.

Getting help

This service is provided by POhWER, an Independent Complaints Advocacy Service. You can contact them by:

• Phone: 0300 456 2370
• Online: Visit the POhWER website
• Text: Send ‘pohwer’ with your name and number to 81025

POhWER can assist in writing letters and helping you present your case.

If you prefer, you can phone or write to the complaints department at NHS Commissioning Board.  They will aim to resolve the complaint and can make enquires on your behalf. 

NHS Commissioning Board

• Phone: 020 8221 5750
• Online: Visit the NHS North East London ICB website

Your review must be about a specific experience and not a general view of the NHS or the service as a whole.

The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.