Complaint Form

Complaints Procedure

How to give feedback or make a complaint about NHS Services For help making a complaint or to provide feedback, please see information at the link here: https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

There are two ways you can complain about NHS services:

Directly with the NHS service provider - your GP surgery:
The named individual responsible for complaints within the practice is Mrs. Agnieszka Wierzbicka, Manager.

All complaints should be made in writing to the Practice Manager at the practice address, or using the online complaint form below.

If an individual has indicated an inability to put their complaint in writing either due to language difficulties or because they find writing/typing difficult or impossible, they should be advised they can relay the detail of their complaint to a member of staff who will submit the basic detail to the practice manager for investigation.

The practice would encourage patients who are able to put their complaint in writing themselves to do so to ensure all information is correctly presented, interpreted, and recorded.

Although there are no longer statutory timescales for resolving complaints, all complaints will normally be acknowledged within three working days of receipt. The individual dealing with the complaint will send written confirmation to the complainant and advising them a full investigation is underway and that they will respond at the earliest opportunity. The individual investigating the complaint may request further information or an appointment with the complainant if this is deemed appropriate or necessary. The complaint will then be fully investigated, and a further response will be made to the complainant in writing at the earliest opportunity.

OR

Directly to the Commissioner of the service (e.g. South West London Integrated Care Board (SWLICB)):

Telephone 0800 026 6082
Email contactus@swlondon.nhs.uk
Postal address: NHS South West London, 3rd Floor, 120 The Broadway, London SW19 1RH

You cannot complain to both.

If you are unhappy with the local resolution from either your GP surgery, or the Commissioner, you can complain to:

Parliamentary and Health Services Ombudsman (PHSO)

NHS complaints in England https://commonslibrary.parliament.uk/nhs-complaints-in-england/.

Parliamentary and Health Service Ombudsman can be contacted as follows:

The Parliamentary & Health Service Ombudsman, Millbank Tower, 21 Millbank, London SW1P 4QP
Phone: 0345 015 4033
Website: www.ombudsman.org.uk – Making a complaint

Advocacy for All is now delivering a service to residents of LB Sutton on behalf of Healthwatch Sutton for advice and support on any complaints about health and social care. Their contact details are:
Tel 0345 310 1812 (Monday to Friday 9am to 5pm)

Email: suttonnhscomplaints@advocacyforall.org.uk

Healthwatch Sutton
www.healthwatchsutton.org.uk/complaints-advocacy

If a complaint is about another organisation and/or service not directly managed or provided by the Practice it is likely the complaint will be referred to them for response. The complainant will be notified directly of any instance where their complaint has been passed to another organisation to respond.

Patients who have a comment or complaint about primary care services or secondary care services should contact the provider or commissioner of the service; this is the organisation that paid for the service or care you received, for example Integrated Care Board.

Contact South West London Integrated Care Board (SWL ICB) instead of NHS England. There is also a separate complaints procedure for SWL ICB.

NHS South West London, 3rd Floor, 120 The Broadway, London, SW19 1RH
Telephone: 0800 026 6082 Email: contactus@swlondon.nhs.uk
Website: www.southwestlondon.ibc.nhs.uk

Alternatively contact PALS (the Patient Advice and Liaison Service):
www.nhs.uk find patient advice and liaison services (PALS)

If your complaint is about the premises then it should be referred to the Building Manager in the first instance.

Complaint Form

First name

Surname

Date of Birth (DD.MM.YYYY)

Email address

Telephone number

Reason for complaint

Patient Third-Party Consent

Patient's Name

Telephone Number

Address

Enquirer / Complainant Name

Telephone Number

Address

IF YOU ARE COMPLAINING ON BEHALF OF A PATIENT OR YOUR COMPLAINT OR ENQUIRY INVOLVES THE MEDICAL CARE OF A PATIENT THEN THE CONSENT OF THE PATIENT WILL BE REQUIRED.

I fully consent to my Doctor releasing information to, and discussing my care and medical records with the person named above in relation to this complaint only, and I wish this person to complain on my behalf.

This authority is for:

Where a limited period applies, this authority is valid until

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