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?
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Somerford Grove Practice.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. The reception staff are also able to explain our complaints procedure to you and/or provide you with the appropriate form. Alternatively, ask to speak to the complaints manager, Kareen Jeremiah (Practice Manager), Geraldine Hewitt (Practice Administrator) or Jeani George (Reception Team Leader). All complaints will be dealt with promptly and confidentially.
A complaint can be made verbally or in writing. A complaints form is available from reception or from the practice website. Additionally, you can complain via email to: firstname.lastname@example.org
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
NHS North East London
4th Floor – Unex Tower
5 Station Street, London E15 1DA
Telephone: 020 8221 5750
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to you within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
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. The consent form is attached to the third party complaint form.
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Further advice and support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- www.healthwatchhackney.co.uk - Health & Care watchdog 080 8164 7664
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage
If you are dissatisfied with the outcome of your complaint from either NHS North East London Integrated Care Board or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at:
Address: Citygate, Mosley Street, Manchester M2 3HQ
Tel: 0345 015 4033