Complaints
This practice operates an in-house complaint procedure, which meets the necessary criteria of the National Health Services. We take all complaints seriously and investigated and procedures are changed to stop further problem and we can all learn and improve.
Should you have a complaint or are concerned about the service you have received from the doctors, any of the staff or procedure system of the practice, please inform us.
How to Complain
It is hoped that most problems and concerns can be rectified simply and promptly at the time they arise with the person concerned.
If the problem or concern cannot be dealt with in this manner, you may wish to make a complaint.
You should do this as soon as possible, this will enable the facts to be established more easily. The passage of time can make the facts hazy.
Should this not be possible, the following time scale is for your guidance.
Complaints should normally be made within six months of the incident or within six months of discovering that there is a problem, provided this is within twelve months of the incident.
Your complaint should be addressed to Monica Adjei, Practice Manager, whom you can see if you need to make a verbal complaint.
Should you not wish at this time to put your complaint in writing you can alternatively request an appointment to discuss your concerns.
The Complaints Officer will, if requested, explain the complaint procedure to you and will ensure that your concerns are dealt with quickly and confidentially.
Our In-House Procedure
We will acknowledge your complaint with two working days. We will aim to investigate your concerns and reply within 10 working days of receipt of your letter/complaint. Should additional time be required you will be notified
In the course of the investigation, in giving you an explanation we will endeavour to:
- Find out what happened and the reasons
- Enable you, if you wish, to discuss the problem with those concerned
- If appropriate, ensure you receive an apology
Identify the cause in order to try and ensure that the problem does not recur
Complaining on behalf of someone else
If you are complaining on behalf of someone else, please be aware that this Medical Practice is bound by the strict rules of medical confidentiality and we cannot divulge a patient’s medical history unless we have their permission to do so. What we would require is a signed mandate from the patient expressing his/her wish that you are acting on their behalf, unless of course they are incapacitated through illness.
Complaining to the Primary Care NHS Trust
The practice in-house complaints procedure is there for you to use, giving, we believe, the practice an opportunity at first hand to identify any problems or concerns our patients have and where necessary, correct or improve them through direct dialogue.
This does not affect your right to approach the Sutton and Merton Primary Care Trust if you feel you cannot contact us directly or you are dissatisfied with an investigation carried out by the practice. You have the right to seek an independent review but this must be in writing and made with 28 days of our final response.