Complaints Policy


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Suggestions, Comments and Complaints

We make every effort to provide the highest standards of care to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would endeavour to solve and settle the matter as quickly, and as amicably, as possible.

Please contact the Reception Manager, and they will handle your complaint accordingly. Further written information is available on the complaints procedure from Reception. We are continually striving to improve our service, any helpful suggestions would be much appreciated.

Make a complaint

Complaints Procedure

Step 1 - Speak to the Practice

We believe that most problems can be sorted out easily and quickly, often at the time they occur with the individuals concerned.

Please ask to speak to our Reception Manager who will try to assist you. If you are unable to resolve your problem at step 1 then please read details below on Step 2.

Speak to the practice

Step 2 - Local Resolution

As part of our resolution process, we wish to deal with complaints as soon as possible after the event. If not resolved in step 1 then a complaint must be made in writing, ideally within 1 year of the date on which the complaint occurred.

You can submit a complaint using the online complaints form, or you can write a letter.

The complaint letter must be addressed to the Reception Manager at: 

North Wood at Tulse Hill
4 Hardel Rise

If after you have received a response and you are still unhappy with the outcome you can contact the Patient Advice & Liaison Service (PALS), NHS Commissioning Board on 0300 311 2233 and outline your complaint.

What we shall do

We shall acknowledge your complaint in writing within 3 working days and shall then proceed to investigate your complaint within 10 working days. After investigating your complaint we should be in a position to offer an explanation by writing to you. Or we may invite you to a meeting in the practice if this is appropriate.

When we look into a complaint we aim to:

  • Find out what happened and what went wrong
  • If possible arrange for you to discuss the problem with those concerned, if this is appropriate
  • Make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem does not arise again
  • Introduce procedures to ensure that best practice is adopted where necessary

What If my complaint is personal?

We shall respect your confidentiality. If your concerns are about another person we will need their written permission before discussing anything personal with you.

Practice Leaflet

You can obtain the Practice Complaints leaflet from the Reception Desk. 

Tell us what you think

It is helpful to have your views about how we run the practice.

If something concerns you or you think we should know about something, please speak to the Reception Manager or you can write down your comment and suggestions and give to a member of staff.

The doctors and staff are interested to know what you think about the services we offer here. Your compliments as well as complaints are equally welcomed.

We provide high quality primary care, responsive to the needs of the local community, to the mutual satisfaction of the patients, clinicians and practice staff.

We respect the needs and beliefs of patients without discrimination, in a supportive and friendly environment.

We will create an atmosphere of personalised care and accessibility, and to work in partnership with patients and other healthcare professionals.

Complaints to NHS Commissioning Board - Patient Advice & Liaison Services (PALS)

Patient Advice & Liaison Services (PALS)

If you feel that the practice was unable to resolve your issues then you can get in contact with Patient Advice & Liaison Services (PALS).

Patient Advice & Liaison Service (PALS)
NHS Commissioning Board
P.O. Box 16738
B97 9PT

Parliamentary and Health Service Ombudsman (PHSO)

You can also contact the Parliamentary and Health Service Ombudsman (PHSO).

The Parliamentary and Health Service Ombudsman
Millbank Tower

Visit the Parliamentary and Health Service Ombudsman website

NHS 111 Service

Medical help fast, but not a 999 emergency.

  • Telephone: 111
  • Text phone: 18001 111 - If you have difficulties communicating or hearing

Healthwatch Lambeth

Healthwatch Lambeth (PALS Information and Sign posting)
1 Brixton Hill

Further useful services

Lambeth Citizens Advice Bureau

Independent Complaints Advocacy Services (ICAS)

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