Complaints

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, Mrs Carol McPaul.

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 detail 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?

We will investigate your complaint as fully as possible and endeavour to respond to your complaint within 2 working days of receipt. If we are not able to investigate your complaint within that time, we will send you an acknowledgement that your complaint has been received and is being investigated. We will endeavour to send you a full response to your complaint within 20 working days of receipt.

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 can 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 complaints leaflet ( PDF file)

In-house complaints procedure
All complaints should be addressed to:

Mrs Carol McPaul Practice Manager
Telephone: 0203 049 7444

Write to: Drs Holden Marrinan, O’Connor & Baxter
Surrey Docks Health Centre
Downtown Road
London SE16 6NP

Patient Advice & Liaison Service (PALS)
For independent advice:

Telephone Freephone 0800 5877170
E-mail pals@southwarkpct.nhs.uk

Write to: PALS
Dulwich Hospital
East Dulwich Grove
London SE22 8PT
PALS Leaflet ( PDF file)

Healthcare Commission
If your complaint cannot be resolved locally:

Telephone 0845 601 3012
E-mail complaints@healthcarecommission.org.uk
Website www.healthcarecommission.org.uk

Write to: Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester M1 9XZ

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