A resume of the points made below are contained in a leaflet on the subject which can be seen here (DOCX, 349KB).
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. All written complaints and any verbal complaint which has not been successfully resolved reasonably quickly, will be acknowledged within 3 working days.
When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem doesn’t happen again.
- At the end of the investigation you will receive a written response.
The practice operates a complaints procedure in line with NHS regulations and the Complaints Manager will be pleased to discuss any problems or complaints. This leaflet provides more information on making a complaint Making a Complaint (DOCX, 69KB)
NHS West and North London Integrated Care Board (ICB)
Or you can complain to the commissioner of your GP service. You can take your complaint to the NHS West and North London Integrated Care Board (ICB)
Email: nhsnwl.complaints@nhs.net
Telephone: 020 3350 4141 (Automated service; leave a message for a callback)
Write to: NHS West and North London Integrated Care Board, Complaints Manager, NHS North West London, 15 Marylebone Road, London, NW1 5JD.
Parliamentary & Health Service Ombudsman
If you remain dissatisfied with the responses to your complaint you can contact the Health Service Ombudsman as follows:
- Parliamentary & Health Service Ombudsman; City Gate; Mosley St; Manchester; M2 3 HQ,
- or visit the ‘Making a complaint’ page at https://www.ombudsman.org.uk/make-a-complaint
- or call the customer helpline on 0345. 015 4033 from 8.30am to 5.30pm, Monday to Friday
- or send a text to their ‘call back’ service: 07624 813 005
Care Quality Commission
Tel: 03000 616161
www.cqc.org.uk
Dealing with Unreasonable Behaviour
At Mountwood Surgery, we have a duty of care to our staff, patients and visitors to the surgery & at no time will any violent, threatening or abusive behaviour be tolerated towards staff, patients or visitors. For how we may deal with this please see the attached policy (DOCX, 23KB).