Comments, Suggestions & Complaints
Want to make a suggestion to the practice?
Your comments and suggestions are important to us, please use the link provided to send us your comments/feedback or suggestions. Please only use this form for comments/compliments and suggestions as to how we can improve our service to you. A suggestion box is located in the waiting area opposite the reception desk where you can leave your comments/feedback.
Alternatively, you can discuss your concerns, provide feedback or compliment with any members of staff.
Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.
Want to make a complaint?
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know as soon as possible. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.
MAKING A COMPLAINT
We hope that most problems can be sorted out easily and quickly, often at the time they arise and by speaking with the person concerned. If your problem cannot be sorted out in this way and you wish to make a written complaint, please complete the complaints form provided on the website or you can pick up a complaints pack at reception.
Complaints should be addressed to Kareen Jeremiah (Practice Manager) or Dr Leo Hussain (GP Partner responsible for complaints).
If you attend the practice in person, please speak to a member of the reception team who will put you through to the most appropriate person available. The reception staff are also able to explain our complaints procedure to you and/or provide you with the appropriate form. Alternatively, you can ask to speak to Kareen Jeremiah (Practice Manager) Geraldine Hewitt (Practice Administrator) or Jeani George (Reception Team Leader). All complaints will be dealt with promptly and confidentially.
We would like you to let us know about your problem as soon as possible – ideally within a matter of days or at the most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have specific details of your complaint:
- within 6 months of the incident that caused the problem, or
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident
WHAT HAPPENS NEXT?
Receipt of your complaint will be acknowledged within three working days.
Your complaint will be investigated to:
- find out what happened
- make it possible for you to discuss the problem with the practice, if you would like this
- make sure you receive a considered response and/or an apology, where this is appropriate
- identify learning points for the practice and make changes where appropriate
- inform you of change in procedures as a result of your complaint
We aim to look into your complaint within ten working days of the date when you raised it and either to offer an explanation and conclusion satisfactory to both parties or if appropriate offer a meeting with Kareen Jeremiah (Practice Manager) to discuss the matter.
All verbal complaints will be dealt with over the telephone or in person. We aim to respond within one working day. If your complaint cannot be resolved in the time stated, we will write to you to acknowledge your complaint and explain the reason/s for the delay.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that if you are complaining on behalf of someone else, we have to know that you have their permission to do so and there is a special form requiring the signature of the person concerned, unless they are incapable (because of illness) of providing this. Reception staff can provide you with the necessary consent form.
FURTHER ADVICE AND SUPPORT
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 our practice.
If you feel you cannot raise your complaints with us, or you are dissatisfied with the result of our investigation, you can contact NHS Commissioning Board or Health Services Ombudsman for further advice. The address and telephone number is as follows:
NHS Commissioning Board
Address: NHS England, PO Box 16738, Redditch, B97 9PT
Tel: 0300 311 22 33
The Parliamentary and Health Services Ombudsman,
Address: Millbank Tower, Millbank London SW1P 4QP
Tel: 0345 015 4033
Other advice and support:
Independent Health Complaint Advocacy (IHCA)
The Advocacy Project can help and advise Hackney residents who wish to make a complaint about any health and care services.
Tel: 020 3960 7920
Healthwatch Hackney - Hackney’s health and care watchdog (HWH)