Complaints and Feedback Procedure
What if I am unhappy with the service?
We do try to provide you with the best service possible, but realise that on occasion you may feel this has not been achieved. So, if you have any problems relating to your care, please write to us addressing your complaint to the practice manager.
Making a complaint
In the rare event, that you wish to make a formal complaint about the service that you have received, you can post feedback using the link https://kbmc.org.uk/contact-us/feedback-and-complaints/ or in writing, addressed to our practice manager. We will aim to acknowledge your complaint within 3 working days, and invite you to discuss the complaint and the plan the way forward.
Patients who have a comment or complaint about a GP, which cannot be resolved locally with the practice manager, can contact NHS England using the details below
PO Box 16738
Electronically using their email address
Please write ‘For the attention of the Complaints Manager’ in the subject line.
020 8907 6989 (Monday to Friday 11am to 4pm, excluding English Bank Holidays) We will take a note of your complaint and arrange for it to be passed to the practice manager.
The Independent Complaints Advocacy Service (ICAS)
The Independent Complaints Advocacy Service (ICAS) can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. They may be contacted on 0300 330 5454 Textphone 0786 002 2939 or email: firstname.lastname@example.org
The Health Service Ombudsman
Alternatively if you consider that the complaint has not been resolved to your satisfaction you can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033. Their website is www.ombudsman.org.uk
Complaints about other local health services
If you have a comment or complaint about any other local health service, please contact your local CCG at BHHcomplaints@nhs.net or telephone 020 8966 1059, 020 8966 1065
We are continually striving to improve our services. Any helpful suggestions that will assist us, may be given verbally, or put into writing and marked for the attention of our practice manager.
NHS Friends & Family Test
From 1st December 2014 GP practices are expected to provide people who use their services an opportunity to give anonymous feedback through ‘The Friends & Family Test’ except where it would be inappropriate to do so.
Our patients can provide this feedback by completing a short questionnaire which is available in the practice or by going on-line and visiting www.iwantgreatcare.org. Please help us to improve care for the next patient by rating and reviewing the surgery. Results will be published on our website and in the surgery.