We welcome all comments on the services provided by the Practice. We are continually looking to turn out patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families. We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received. We’ll let the staff involved know and share the good practice across our teams. You may write to us or contact us by phone or email golden.abu@nhs.net .
Our details can be found on our Contact Us page.
Practice Complaints Procedure
We try our utmost to give you the best possible service. If, however you have cause for concern, we operate a practice complaints procedure in accordance with the NHS guidelines.
How to complain:
We hope that most problems can be sorted out quickly and easily with an appropriate explanation. If however, this is not possible and you wish to complain, please do so as soon after the incident as possible in writing addressed to the Practice Manager.
Complaints should be addressed to:
Mrs Naila Razaq, Practice Manager or Mrs Sonal Chag (in PM absence). You may either write or telephone her, or make an appointment to discuss your concerns. She will explain the procedure to you if you so wish.
What happens after you have complained:
We will acknowledge the complaint within 7 working days of receipt in writing. When acknowledging the complaint, we will offer to meet with you to discuss the complaint, at a time to suit you. We will advise the manner in which the complaint will be investigated and the likely timescale for this investigation and when the complainant is likely to receive a written response. If you do not want to meet for a discussion then we will determine the response time and notify you in writing.
We will aim to provide a written response within 28 days. We will let you know if it is likely to be longer than this, and keep you updated with the progress of your complaint. The written response will include an explanation of how the complaint has been considered, conclusions reached and how they may affect you. It will confirm any actions that need to be taken as a consequence of the complaint.
When we look into your complaint, we aim to:
- Find out what happened & what went wrong
- Identify what we can do to make sure the problem does not happen again
- Make sure you receive an apology, where this is appropriate
- Try to reach a satisfactory resolution as soon as possible and/or invite you to discuss the complaint with those concerned, if you so wish.
Complaining on behalf of someone else:
We adhere to strict medical confidentiality; therefore if you are making a complaint on behalf of another adult you must have their permission in writing.
We believe our practice complaints procedure is the best way of putting things right. if you are dissatisfied with our procedure you may write to:
Integrated Care Board (ICB)
15 Marylebone Road,
London NW1 5JD
Phone: 020 3350 4567 (This an automated service .Please leave a message requesting a call back )
Email: nhsnwl.complaints@nhs.net
Please write ‘For the attention of the Complaints Manager’ in the subject line.
Or
If you are still not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. To take your complaint to the Ombudsman, visit www.ombudsman.org.uk/make-a-complaint or call 0345 015 4033.Contact can also be made with the Ombudsman by Email: phso.enquiries@ombudsman.org.uk
If you would prefer to write, the address is: The Parliamentary and Health Service Ombudsman Mill bank Tower Mill bank London SW1P 4QP