Complaints

If you have a complaint to make about the service provided by the practice you may do so by writing or in person to the practice manager or to one of the doctors. If you wish to speak to someone personally you may do so by appointment. We will investigate all complaints and provide response in writing.

 

Practice complaints procedure

If you have a complaint about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

 

How to Complain

We hope that most problems can be sorted 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 matter of days or at most a few weeks- because this will enable us to establish what happened more easily. If is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem, or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

 

Complaints should be addressed to The Practice Manager or Dr A C Okoreaffia, Athena Medical Centre, 21 Atherden Road, London E5 0QP. Alternatively, you may ask for an appointment with the practice manager to discuss your concerns. The practice manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Click here to submit a complaint

 

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be able to offer you an explanation, or a meeting with the people involved. When we investigate 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 this is appropriate.
  • Identify what we can do to make sure the problem does not happen again

 

 Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentially. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

 

Complaining to the health authority

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. But this does not affect your right to approach the local health authority. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you should contact: NHS England, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 2233 email: [email protected]

 

The Health Service Ombudsman can also investigate NHS Complaints. You Can approach them if you are unhappy with outcome of an independent review, tel: 0345 015 4033 website: https://www.ombudsman.org.uk/