If you are dissatisfied with the outcome East Finchley Medical Practice

You have the right to approach the Feedback 39 Baronsmere Road Parliamentary & Health Service East Finchley Ombudsman. We welcome all fair comments and London N2 9QD suggestions from our patients for the Tel: 020 8883 1458 Fax: 020 8883 8854 e: [email protected] Their contact details are: improvement of our service. www.eastfinchleymedicalpractice.nhs.uk The Parliamentary and Health Service It is also valuable to receive positive Ombudsman Dr Diane Twena MBChB MRCGP feedback from our patients - please tell us Millbank Tower when you think we have got it right. Dr Sanchita Sen MBBS 30 Millbank London You can give feedback via a range of Dr Sharon Lawrence MBChB methods: SW1P 4QP Tel: 0345 0154033  Writing a review on NHS Choices: Website: www.ombudsman.org.uk 1) Visit: www.nhs.uk/Services/GP/ Complaints Overview/DefaultView.aspx? Procedure You may also approach PALS, Healthwatch id=36233 this will take you to our page. or the Independent Health Complaints Advocacy for help or advice; 2) Click on ’Leave review’ and follow We always try to provide the best the instructions online. possible service to our patients. The local Healthwatch can be found at:  Completing a Family and Friends www.healthwatch.co.uk Test questionnaire - cards can be However, there may be times when you found in reception. feel this has not happened. The IHCA is able to be contacted at:  Completing a Comments/ www.seap.org.uk/services/nhs- Suggestions card and placing it in our Please feel free to use the suggestion suggestions box in reception. complaints-advocacy/ box in reception or ask to speak to the  Contacting the surgery directly by practice manager regarding any The nearest Patient Advice and Liaison phone, post, fax or email. concerns you may have. Service (PALS) is based at The practice operates an in-house The Whittington Health complaints procedure in line with NHS Magdala Avenue London guidelines. Please find enclosed N19 5NF information regarding raising a Tel: 020 7288 5551 complaint and the course of action.

East Finchley Medical Practice - Complaints Procedure

Making a Complaint What We Do Next Complaining on Behalf of Someone Else

Most problems can be sorted out quickly and We aim to settle complaints as soon as possible. We keep to the strict rules of medical and personal easily with the person concerned, often at the time confidentiality. If you wish to make a complaint on they arise, and this may be the approach you try We will usually acknowledge receipt within three behalf of somebody else we will require the written first. working days and aim to resolve the matter as consent of the patient to confirm that they wish to soon as possible but will give you some idea of lodge a complaint and wish us to liaise with Where you are not able to resolve your complaint how long that may take in our acknowledgement. someone else about it. In the event that the patient in this way and wish to make a formal complaint is deceased, we may agree to respond to a family you should do so, preferably in writing as soon as When looking into a complaint, we attempt to member or someone who has had an interest in the possible after the event and ideally within a few understand what happened and why, to see if welfare of the patient. days, giving as much detail as you can, as this there is something we can learn from this, and helps us to establish what happened more easily. make it possible for you to discuss the issue with Please find attached to this leaflet a Third-Party In any event, complaints should be raised: those involved if you wish to do so. Consent Form which should be completed if a  Within 12 months of the incident patient wishes someone else to deal with a or You will then receive a formal reply in writing, or complaint of their behalf. Alternatively the patient  Within 12 months of you becoming aware of you may be invited to meet with the person(s) can write to us expressing their consent. the matter concerned to attempt to resolve the issue. If the matter is likely to take longer than anticipated we Please note that this consent is only applicable to Please find attached to this leaflet a complaints will let you know, and keep you informed as the the particular incident with which the complaint form, which you may like to use to register your investigation progresses. refers to. If you are a carer or an interpreter for one complaint. of our patients and they wish you to discuss their Where your complaint involves more than one care with us, a normal relative/carer/interpreter Address your written complaint to: organisation (e.g. a hospital or social services) we consent form will need to be completed. Katherine Herzmark will liaise with that organisation so that you receive Where the patient is incapable of providing consent Practice Manager one coordinated reply. We may need your consent due to illness, accident or mental capacity, it may East Finchley Medical Practice to do this. Where your complaint has been initially still be possible to deal with the complaint. Please 39 Baronsmere Road sent to an incorrect organisation, we may seek provide the precise details of the circumstances that London your consent to forward this to the correct person prevent this in your letter. N2 9QD to deal with. Please note that we are unable to discuss any issue You may send your complaint to us by post, email relating to someone else without their express ([email protected]) or bringing The final response letter will include details of the permission, which must be in writing, unless the it into the surgery. result of your complaint and also your right to refer the matter further to the Parliamentary and Health circumstances above apply. You may also find that You may also make your complaint directly to NHS Service Ombudsman (details overleaf) if you if you are complaining on behalf of a child who is England, who commission our service: remain dissatisfied with the response. capable of making their own complaint, we will By telephone: 03003 11 22 33 expect that child to contact us themselves to lodge By email: [email protected] The practice Complaints Manager is: their complaint. By post: NHS England, PO Box 16738, Redditch, We may still need to correspond directly with the B97 9PT Katherine Herzmark patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.