West Hampstead Medical Centre
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Complaints Procedure

Practice Procedure

If you have a concern about the practice please complete a comments form in person located in both waiting areas.

If you would like to raise a formal complaint then we operate a practice based complaints procedure as part of an NHS system for dealing with complaints which meets national criteria.

You can complete a complaint online using the following link WHMC Online Complaint Form. You can also download (from WHMC Complaint Form) and email this form back to us at admin.whmc@nhs.net.

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. Please complete the WHMC Online Complaint Form or get a printed copy from Reception.

PLEASE NOTE WE CANNOT ACCEPT COMPLAINTS ABOUT OTHER ORGANISATIONS; PLEASE KINDLY REFER TO THOSE ORGANISATION’S DIRECTLY. For Hospitals please go to their Patient Advisory Liaison Service (PALS) for further advice.

What we shall do

We will acknowledge your complaint within 3 working days and typically respond within 25 working days. Some complaints may take longer to investigate.

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 for the downloadable complaint form and Complaints Practice Procedure.

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