Concerns? Complaints? We are listening.

If you are not satisfied with the care or treatment you or a relative has received, it is important that you let us know so that we can resolve the problem for you quickly. Often the quickest way to do this, is by informing a member of staff who will then report it and we will take measures to ensure that lessons are learnt.

If you wish to make a complaint that involves issues that are of a complex nature, we ask that you put it in writing by filling out our complaints form. A paper copy of this form is available at reception. Please give us as much information about your concerns as you can. This must be submitted to us within 12 months of the incident. Once submitted, you will receive an acknowledgement within 3 working days. We aim to investigate and draft a response to your complaint within 10 working days. If for some reason we are unable achieve this we will keep you informed. You may wish to attend a meeting with the Complaints Manager, Mrs. Ghazala Jarwar, or a senior member of staff, which we can arrange for you. At the meeting we hope to agree how best to sort out, and if necessary apologise for and document the problems.

In investigating and responding to any complaints received, we seek to demonstrate a strong commitment to the duty of candour, reflecting a culture of openness and honesty when something goes wrong at the practice.

The practice reviews all patient complaints at the monthly practice staff meeting, which is minuted and changes to be made are examined.

If you remain dissatisfied with the response to your complaint or you feel that you cannot raise your complaint with us, you may wish to contact Healthwatch Newham NHS Complaints Advocacy Service. Telephone: 020 3828 8245 Or Email: advocacy@healthwatchnewham.co.uk. They can also help write letters and assist in presenting your case.

Alternatively, you may write to the Parliamentary & Health Service Ombudsman. Their address is;

The Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank
Westminster, London
SW1P 4QP

Helpline: 0345 015 4033
Fax: 020-7217 4000
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (due to illness) of providing this.

PLEASE NOTE THAT WE STRICTLY OBSERVE THE RULES OF MEDICAL CONFIDENTIALITY