Complaints

We make every effort to give the best service possible to everyone who attends our practice and we welcome any feedback or helpful suggestions you may have. We know that sometimes things can go wrong resulting in a genuine cause for concern or complaint. If this happens, we hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.

How to complain

We believe that the quickest way of resolving a concern is by raising it directly with a member of the practice team as soon as you can. We will try to deal with your concern as quickly as possible. You can also contact the reception or ask for the Practice Manager (Mrs Urmila Batra) or Deputy Practice Manager (Mr Jotsan Shrestha) in order to discuss your issues.

If we are unable to resolve your complaint and you wish to make a formal complaint, please do so in writing as soon as possible after the event, ideally within a few days. All complaints should be addressed to the Practice Manager/Deputy Practice Manager, Suite 4 Waldron Health Centre, Stanley Street SE8 4BG or email to urmilabatra@nhs.net/jotsan.shrestha@nhs.net.

If you are not comfortable complaining directly to us, or if you feel this is not appropriate, you may choose to complain to NHS England.

NHS England
PO Box 16738
Redditch B97 9PT
Email: england.contactus@nhs.net
Tel: 0300 311 22 33

If you are making a complaint please state: ‘For the attention of the complaints team’ in the email subject line.

If you are dissatisfied with the outcome of your complaint resolution by us or NHS England, you may contact the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.

The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank
London
SW1P 4QP
Tel: 0345 015 4033 www.ombudsman.org.uk

What we will do

Our Practice Manager/Deputy Practice Manager will make sure that your concerns are dealt with promptly and will acknowledge receipt of your complaint within 3 working days either written or verbal. They will aim to have looked into the case within 10 working days. If the case is likely to take longer we will let you know and keep you informed as the investigation progresses.

Your care and treatment will not be affected as a result of making a complaint.

We will look into your complaint to:

  • Find out what happened and what went wrong
  • Invite you to discuss the problem.
  • Identify what we can do to make sure that the problem does not happen again.

You will receive a written/verbal response setting out the result of the investigation.

Complaining on behalf of someone else

Medical records are protected by the Data Protection Act and GDPR 2018. If you are complaining on behalf of someone else we need to know that you have their permission to do so. You will need to provide a note, dated and signed by the patient with their consent, agreeing that they are happy for you to act on their behalf.

I need help with my complaint

If you feel you are unable to make a complaint yourself and need support, you can access an Independent Health Complaints Advocate.

Healthwatch Lewisham
2nd Floor, Old Town Hall
Catford Road
London SE6 4RU
Tel: 0208 690 5012

info@healthwatchlewisham.co.uk

www.healthwatchlewisham.co.uk

Independent Feedback

You can also contact your local Healthwatch to leave your feedback and comments on a service. The feedback is anonymous. Healthwatch Lewisham is independent and acts as a patient champion in health and social care services.

Healthwatch Lewisham at the above address.

Useful organisations

Lewisham Citizen Advice

Leemore Community Hub
Bonfield Road
London SE13 5EU
Tel: 0800 231 5453

Lewisham Speaking Up

Lewisham Speaking Up is an independent charity for people with learning disabilities.

Albany Centre & Theatre
Douglas Way
London SE8 4AG
Tel: 020 8691 7198
www.lsup.org.uk/

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