Complaints

We understand that from time to time patients may feel aggrieved or let down and wish to make a complaint. If you have any complaint or concern about the service you have received from the doctors or staff working for this surgery you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure to deal with your complaints. This procedure does not affect your right to make a formal complaint to the North Central London PCT if you so wish.

We hope that most problems can be sort 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 couple of days. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

To make a complaint please write to the Practice Manager at the surgery who will ensure that your complaint is investigated thoroughly and as quickly as possible. He will write to you within 14 days of receipt of your written complaint.

We take all comments, suggestions and complaints seriously as we are continually trying improve the care and services we provide for our patients. Constructive criticism is also welcome.

Getting further help with your complaint

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.

You can get help and advice from the following:

Citizens' Advice Bureau
Patient Advice and Liaison Service (PALS) NHS North Central London
PALS and Complaints
5th Floor, Stevenson House
67-87 Hampstead Road
NW1 2PL
Telephone: 020 3317 3003
Email: pals.ncl@nclondon.nhs.uk