Comments & Suggestions
We hope that our patients will assist us in the smooth running of the practice and we are endeavouring to give you the best possible care and attention. Should you have any concerns or complaints, please do not hesitate to bring these to the attention of the practice manager, Georgina Rider, who will inform the practice team accordingly.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at The Old Court House Surgery.
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 or complaint and they will assist you where possible.
Alternatively, ask to speak to the reception lead or practice manager, but note this may need to be a booked appointment.
The practice has a complaints procedure to follow, therefore should you feel you have cause to complain, please contact a member of staff who will be able to advise you of the procedure. A copy of the complaints procedure is also available from reception.
At certain times our staff are under extreme pressure and if this is the case we hope that you will understand if any appointments are inadvertently delayed.
Complaints form
You can also complete this form and the practice manager will deal with your concerns appropriately.
Paper forms are available from reception.
*Please click here for our complaints form*
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 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.
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
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
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.
Advocacy Support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- 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
Further action
You can complain to the commissioner of the service, this is the Integrated Care Board (ICB)
You can do this by:
Telephone: 020 3198 9743
E-mail: nclicb.complaints@nhs.net
Post: North Central London Integrated Care Board
Complaints Team
Laycock PDC
Laycock Street
London
N1 1TH
or
If you are dissatisfied with the outcome of your complaint from either NCL ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at
Tel: 0845 0154033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Milbank Tower
Milbank
LONDON
SW1P 4QP