Complaints Procedure

If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. You should normally make a complaint within twelve months of the event, or within twelve months of becoming aware that you have something to complain about. However, these time limits may be waived if there are good reasons why you could not complain earlier and if we are still able to investigate the complaint fairly and effectively in spite of the delay.

In the first instance if you are concerned, please email or write to us at:
157 Old Station Road, Hayes, Middlesex, UB3 4NA or email us at nhsnwl.hmccomplaints@nhs.net

The Medical Centre operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets the national criteria set by NHS England.

Note: If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

Please kindly address all complaints for the attention of the Practice Manager, who will deal with your concerns appropriately. Further written information is available regarding the complaint’s procedure from reception.

What will we do

We will acknowledge receipt of your complaint within 5 working days either orally or in writing.

When we look into your complaints, we will aim to:
• find out what happened and what went wrong
• advise you what we will do to put the matter right
• make sure you receive an apology where this is appropriate.
• identify what we can do to make sure the problem does not happen again.

We hope that if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services provided by our Practice.

If you are not content with the outcome of your complaint at local level you can ask the Ombudsman to independently review your case by writing to:

The Parliamentary and Health Services Ombudsman Millbank Tower Millbank London SW1P 4QP

Or email: Phso.enquiries@ombudsman.org.uk

Or phone: 0345 015 4033

Website: www.ombudsman.org.uk

You may also approach PALS for help or advice; The Patient Advice and Liaison Service (PALS) is based at NHS England who provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.

If you need help

If you need assistance in making a complaint you can contact the Independent Complaints Advocacy Service at:

ICAS, 1st Floor, Clarendon House
9 – 11 Church Street
Basingstoke
Hants RG21 7QG
Tel: 01256 463758 / 0845 600 8616
Email: basingstoke.icas@seap.org.uk