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.
All complaints will be investigated by the complaints manager and admin support. Complaints of a clinical nature will be investigated and a response will be prepared by the clinical complaint lead, Dr James Madden. All complaints, particularly those pertaining to clinical concerns are discussed with other clinicians at the weekly peer group meeting, before a response is prepared. The practice also reviews all patient complaints at the monthly practice staff meeting, staff meetings are minuted and a note of the changes is made as a result.
Once the investigation is completed a written response is coordinated by the complaints manager and/or clinical complaint lead and sent to the person who raised the complaint. The response will include:
– a reminder of the issues investigated
– an explanation of how we investigated the complaint
– the relevant evidence we considered
– what the outcome is
– if something did go wrong, an explanation of the impact this had
– an explanation of how that impact will be remedied for the individual
– a meaningful apology for any failings
– an explanation of any wider learning we have acted on or will act on to improve our service for other users
– an explanation of how we will keep the person who raised the complaint involved until all action has been completed
– confirmation that we have reached the end of our complaint procedure
– details of how to contact the Parliamentary and Health Service Ombudsman if the individual is not satisfied with our final response
– a reminder of where to obtain independent advice or advocacy.
Complaints relating to health professionals no longer employed by the practice- Complaints relating to health professionals no longer employed by the practice will be dealt with in the same manner, as described above. The clinician involved will be contacted for a response. The MDU will be contacted for advice, regarding complaints of a more serious nature.
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
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.
Some people choose to use artificial intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.
However, AI-generated text can sometimes:
- include information that is inaccurate or not relevant;
- use overly formal or legal language;
- make complaints longer or more complex than necessary; or
- make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
- what happened;
- when it happened;
- how it affected you; and
- what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal letter.
If you choose to use AI tools, we recommend that you:
- check the wording carefully to ensure it reflects your own experience;
- remove any information that is inaccurate or not relevant; and
- take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful. If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.
This page was last updated on 24/10/2026.
