logo

The Nelson Medical Practice

Kingston Road, London, SW20 8DA

South West London CCG Member Practice

111 Out of hours
GP services only, call: 020 3826 0826
All other Health Centre Services, call: 0203 668 3300
GP services only
email address: swlccg.enquiriesnelson@nhs.net

Complaints, comments and suggestions

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
Millbank
London SW1P 4QP
Phone: 0345 015 4033
Textphone: 020 7217 4066
www.ombudsman.org.uk

NHS South West London Commissioning Group

120 The Broadway, London SW19 1RH
contactus@swlondon.nhs.uk
0800 026 6082

Patient Advice and liaison Services (PALS)

St George’s Hospital
Blackshaw Road SW17 0QT
email: pals@stgeorges.nhs.uk
0208 725 2453

NHS

Twitter


cqc-logo