Complaints Policy

We welcome all types of feedback and complaints. It is encouraging to hear what we are doing well, and helpful to find out where you think we could make improvements. We also have a book for your comments on the desk at reception. 

Despite our best efforts, sometimes a patient may feel they have a genuine cause for complaint. We will always try to resolve this in-house where possible; if you are unhappy about any aspect of your care we suggest you discuss this in the first instance, with the member of the practice team you feel most comfortable with, who may be able to deal with the problem quickly and easily. 

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

How to give feedback or make a complaint about NHS Services

For help making a complaint or to provide feedback, please see information on the NHS England website

There are two ways you can complain about NHS services:

Directly with the NHS service provider by:

• Using our secure online form
• Writing to: Dr Christopher Allen/Practice Manager Heathbridge Practice, 125 Upper Richmond Road, London SW15 2TL
• Calling 020 8246 4070 with one of the managers

or

• Directly to the Commissioner of the service (e.g. South West London Integrated Care Board (SWLICB)) via their website

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 the Parliamentary and Health Services Ombudsman (PHSO) NHS complaints in England.

We look to settle complaints as soon as possible.

Your complaint will be acknowledged within three working days by the Patient Liaison Manager, with a plan as to how it will be investigated, and a time-frame in which this will be achieved, usually within 21 days from the receipt of your complaint. If the matter is likely to take longer, we will keep you updated.

The responsible partner for complaints handling is Dr Christopher Allen, if clinical, or the practice manager, if non-clinical, both of whom will oversee the investigation. Once we have concluded investigations, Dr Allen or the Practice Manager will report back to you.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. When the investigations are complete we will send you a response letter which will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

If you need support with your complaint, you can contact the NHS Complaints Advocates on 0300 330 5454 as they are experienced in supporting people with complaints about the NHS. Further information about the advocacy service can be found on their website