Complaints Procedure

How to complain

• You can also request a paper form at reception.

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 most a few weeks – because 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 six months of the incident that caused the problem; or
• Within twelve months of the incident or within twelve months after becoming aware of a cause for complaint.

Complaints should be addressed to Darshan Kaur – General Manager, or to the doctor. Alternatively, you may ask for an appointment with the General Manager in order to discuss your concerns. She will explain the complaints procedure to you and ensure that your concerns are dealt with promptly.

It will be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within three working days and aim to provide a timely detailed response thereafter, in which we will be able to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem doesn’t 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.

We hope that, if you have a problem, you will use our practice-based complaints procedure. We believe 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 local Ombudsman, if you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

Other means of complaining

• The Care Quality Commission: If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of both the NHS and Government. You can contact the Ombudsman at: Millbank Tower, Millbank, London, SW1P 4QP. Tel No: 0345 015 4033 or visit the website
• Independent Complaints Advocacy Service – (ICAS) VoiceAbility: A new service was instituted by the government to assist those who wish to or are making complaints about the NHS – the Independent Complaints Advocacy Service (ICAS). In the London region, ICAS is being provided by the Citizens’ Advice Bureau. You determine how much you want from ICAS, be it advice, assistant or support. The service is free and confidential and can be contacted via their head office at: NHS Complaints Advocacy,  VoiceAbility, Mount Pleasant House, Huntingdon Road, Cambridge CB3 0RN. Tel No: 0300 330 5454

Complaints can be sent to NE London Integrated Care Board.

Their details are:

NHS Commissioning Board
Telephone: 020 8221 5750
Email: nelondonicb.complaints@nhs.net
In writing:
Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA

Independent Advice and Advocacy Support:

You can get free support, at any time, from your local independent complaint’s advocacy service.

The details are as follows:
This service is provided by Healthwatch Newham NHS Complaints Advocacy Service.

You can contact them by:
Telephone: 020 3828 8245
Email: advocacy@healthwatchnewham.co.uk

They can also help write letters and assist in presenting your case.