Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

This practice welcomes the feedback it receives from its patients and uses this as a way to make improvements to the way of working and the services it provides. The practice operates an in-house complaints procedure which is managed by the Practice Manager, Miss Liz Sullivan.

What should I do if I wish to make a complaint?

Please contact the practice manager either in person, by phone or in writing stating the nature of your complaint and giving as much details as possible, such as the date, the time, who was involved, what was said and any other information that will help us to investigate.

What happens next?

Once we have received your complaint we will write to you to acknowledge your complaint within three working days of receipt. We will endeavour to formally respond to your complaint within 10 working days. If we are unable to do this for any reason, we will write to you and let you know the reason for this.

We will always investigate your complaint fully and provide you with as detailed a response as possible.

We hope that we would be able to resolve your complaint at this stage. However, if you are still not happy with our response, you con contact us again.

At any stage of your complaint or if the practice has not been able to resolve your complaint, you can seek independent advice from the Patient Advice and Liaison Service (PALS).

If PALS are not able to help you resolve your complaint locally and you wish to take your complaint to the next stage you should contact The Healthcare Commission, an independent review body for complaints in the NHS.

We will always treat your complaint seriously and with respect and sensitivity.

For full details of our complaints procedure please see our full Complaints Policy and Complaint Leaflet.

In-House Complaints Procedure

All complaints should be addressed to:

Miss Aimee Peraux

Telephone: 0203 049 7444

Write to: Drs Holden Marrinan & Dhir
Surrey Docks Health Centre
12-13 Blondin Way
London
SE16 6AE

Help to make a complaint

If you would like support in making your complaint NHS Advocacy is a free, confidential service which is totally independent of the NHS. The service is provided by your local authority. The advocacy provider in Southwark is POhWER.

POhWER

Telephone: 0300 456 02370
E-mail: pohwer@pohwer.net
Write to:
POhWER
PO Box 14043
Birmingham
B6 9BL

PARLIAMENTARY & HEALTH SERVICES OMBUDSMAN

If your complaint cannot be resolved locally

Telephone: 0345 015 4033
E-mail: phso.enquiries@ombudsman.org.uk
Write to:
The Parliamentary & Health Service Ombudsman
30 Millbank Tower
Millbank
London
SW1P 4QP