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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.
Visit or write to us:
Somerford Grove Practice
The Health Centre
Somerford Grove
Stoke Newington
London
N16 7UA
Online:
Make a complaint online to the practice
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:
Complaints Department
North East London ICB
9th Floor
20 Churchill Place
London
E14 5HJ
Visit the ICB website
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 3 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.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
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.
Final response
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
Further action
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 the Parliamentary and Health Service Ombudsman (PHSO).
Visit the Parliamentary and Health Service Ombudsman (PHSO) website