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Complaints Procedure

Practice Procedure

If you have a complaint or concern about the service, please inform the Practice Manager. We operate a practice based complaints procedure as part of an NHS system for dealing with complaints which meets national criteria.

 How to Complain

We hope most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.

 We recommend you put your complaint in writing as we then have a clear Audit trail. This should be addressed to the Practice Manager or any of the GP Partners. You can use the form available at the Reception or on our website.

 What we shall do

We will acknowledge your complaint within 3 working days and reply within 25 days after fully investigating in to your raised concerns.

 Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable, because of illness, of providing this.

 Complaining to NHS England

We hope that, if you have a problem, you will use our complaints procedure. We believe that this will give us the best opportunity of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

 

NHS England

Po Box 16738

Redditch

B97 9PT

 Tel: 0300 311 22 33

Email: NWLCSU.CBLondonComplaints@NHS.net

 You can also download the form. Please click  WHMC Complaint Form.pdf for complaint form and Complaints Practice Procedure.

 

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