How to complain

We recognise that problems may arise with the service we provide but we hope these can be sorted out quickly and easily, often at the time they arise and with the person concerned. If this is not possible or appropriate you can either complete the online complaints form, complete our patient feedback form available from reception or alternatively you can telephone to discuss it with our Operations Manager.

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

The Practice will:

  • Acknowledge your complaint within 5 working days
  • Investigate your complaint. This will include finding out what happened and what went wrong
  • Give you regular updates during the investigation, making it possible for you to discuss the problem with those concerned if you would like this or alternatively in confidence with the operations manager
  • Aim to resolve the complaint as quickly as possible but within 40 days
  • Identify what we can do to make sure the problem does not occur again for you or others
  • Record all complaints and run quarterly audits of complaints for discussion at clinical, practice and EMT meetings
  • Take all complaints seriously and ensure they are investigated in an unbiased, transparent, non-judgemental and timely manner. We aim to maintain communication with the complainant (or their representative) throughout ensuring they know the complaint is being taken seriously

Please note that we have to respect our duty of confidentiality to our patients and a patient’s consent will be necessary if a complaint is made by someone other than the patient, except in the case of children under the age of 16.

Complaining to other authorities

The Practice Management team hope that if you have a problem you will talk to us and use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are not satisfied with our response you can contact any of the following bodies:

The Parliamentary & Health Service Ombudsman

Millbank Tower
London SW1P 4QP
Phone: 0345 015 4033
Textphone: 020 7217 4066

NHS South West London Commissioning Group

120 The Broadway, London SW19 1RH
0800 026 6082

Patient Advice and liaison Services (PALS)

St George’s Hospital
Blackshaw Road SW17 0QT
0208 725 2453

Complaints, comments and suggestions form

Our aim is to provide you with comprehensive, high quality general medical care. We are always trying to improve the services we offer to patients. To do this effectively, the practice needs to know about the service you receive.

Tell us what you think we do best, where we don’t meet our expectations plus any ideas and suggestions you may have. These can be made either via our online complaints, comments and suggestions form, verbally, in writing or to one of the doctors. By listening to you we can continue to improve upon the service we offer.

Date published: 20th September, 2023
Date last updated: 11th December, 2023