Your compliments and suggestions are important to us, please click on the 'Suggestions Form' link, complete the form to send them to us.

Please note : only use this form for compliments 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. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

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.

If you have a complaint or concern about the service you have received from the doctors or any member of the staff working at this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible ideally within a matter of days or at the most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints can be submitted via the attached form or by writing to the Practice Manager. It would be of great help if you could be as specific as possible with regards to the description of your complaint.

What we shall do

We shall provide you with an initial acknowledgement to your complaint and then aim to have looked into your complaint within 30 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation. When we look into your complaint, we shall aim to:

• Find out what happened and what went wrong
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem does not happen again

 Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. 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 (because of illness) of providing this.

Independent Complaints Advocacy Service (ICAS)

If you require any independent support, you can contact the Independent Complaints Advocacy Service (ICAS) on 0300 456 2370.  Further information can be found at www.power.net

Complaining to North Central London Integrated Care Board

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England. You can do this by:

Telephone: 020 3198 9743 

Email: nclicb.complaints@nhs.net 

Post: North Central London Integrated Care Board Complaints Team Laycock PDC Laycock Street London N1 1TH

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK. 

Find out more about how to feedback or make a complaint about an NHS service

Complaining to the Health Ombudsman

We hope that if you have a problem then you will use our Practice Complaint Procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the Health Ombudsman if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You may like to contact the Ombudsman

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  or by Fax: 0300 061 4000

If you would prefer to write, the address is:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London SW1P 4QP