PATIENT COMPLAINT PROCEDURE
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you a problem giving as much detail as you can.
You can make a complaint in the following ways:
– By calling Reception and asking to speak to the Complaints Manager.
– By email to the complaints manager at nhsnwl.sohosquaregeneralpractice@nhs.net
– By mail to The Complaints Manager, Soho Square General Practice, 1 Frith Street, London, W1D 3HZ.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.
We can provide a form to register your complaint, this includes a third-party authority form to enable a complaint to be made by someone else. Please contact Reception if you would like a copy of this form.
You can also provide your own format providing as much detail as possible and any necessary third party authority.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 4 weeks of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to:
NHS England through the North West London Integrated Care Board Complaints Team:
E-mail: nhsnwl.complaints@nhs.net
In writing: Senior Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD
Telephone: 0203 350 4141 This is an automated service. Please leave a message requesting a call back).
https://www.nwlondonicb.nhs.uk/contact-us/patient-feedback-and-complaints
The Parliamentary and Health Service Ombudsman
Customer Helpline on 0345 015 4033. Helpline open Monday to Thursday from 9am to 4pm and Friday from 8.30am to 12pm, except bank holidays. Calls are charged at local or national rates
In writing: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
www.ombudsman.org.uk
