BRIXTON HILL GROUP

PRACTICE

22 Raleigh Gardens Brixton Hill LONDON SW2 1AE

Telephone no: 020 8674 6376

PRACTICE COMPLAINTS

PROCEDURE

PATIENT LEAFLET

If you have a complaint or concern you and will make sure that your concerns are COMPLAINING TO THE about the service you have received dealt with promptly PARLIAMENTARY from the doctors or any of the staff WHAT WE WILL DO OMBUDSMAN working in this practice, please let us know. We operate a practice We will acknowledge your complaint within We hope that if you have a problem, you will complaints procedure as part of the three working days and aim to have looked into use our practice complaints procedure. We NHS system for dealing with your complaint within ten working days of the believe this will give us the best chance of complaints. Our complaints system date when you raised it with us, depending on putting right whatever has gone wrong and an the complexity of your complaint. We will aim opportunity to improve our practice. This does meets national criteria. not affect your right to approach the to be in a position to offer you an explanation or Parliamentary Ombudsman if you feel you are a meeting with the people involved. dissatisfied with the result of our investigations. THE PROCEDURE When we look into your complaints we will aim You should contact:

We hope that most problems can be to: The Parliamentary and Health Service sorted out easily and quickly, often at the time Ombudsman • Investigate the problem with all they arise. If your problem cannot be sorted Millbank Tower concerned immediately and you wish to make a complaint, Millbank.London we would like you to let us know as soon as SW1P 4QP • Notify you of the outcome and where possible, because this will enable us to establish Telephone: 0345 015 4033 appropriate make sure you receive an what happened more easily. If it is not possible or apology to do that, please let us have details of your NHS England complaint: PO Box 16738 • Identify what we can do to make sure Redditch • Within 6 months of the incident that the problem doesn’t happen again. B97 9PT

caused the problem, or tel: 0300 311 22 33 COMPLAINING ON BEHALF email: [email protected] • Within 6 months of discovering that you OF SOMEONE ELSE have a problem, provided this is within For those patients whose first language is not 12 months of the incident. Please note that we keep strictly to the rules of English, Interpreting Services can be offered. medical confidentiality. If you are complaining All complaints should be addressed to Christine on behalf of some else, we have to know that Other patients with special needs will also be Patrick, Assistant Practice Manager. you have their permission to do so. A note accommodated. Alternatively you may ask for an appointment signed by the person concerned will be needed, with Christine in order to discuss your concerns. unless they are incapable (because of illness) of Share folder/complaints procedure/leaflet 29.10.14 She will explain the complaints procedure to providing this.