Complaints Policy

Introduction

At Brixton Hill Group Practice, we are dedicated to providing high-quality care and services to our patients. We understand that there may be times when our services do not meet your expectations. If this happens, we encourage you to let us know so we can address your concerns and continually improve our practice.

How to Make a Complaint

We aim to make the complaints process as straightforward as possible. Please submit your complaint, as soon as possible after the event, as this helps to establish what happened more easily.  Ideally, a written complaint is preferable however you can make a complaint in the following ways:

  • In Person

Speak directly with a member of our staff who will guide you on the next steps

  • In Writing

Send a letter detailing your complaint to the Operations Manager at Brixton Hill Group Practice, 22 Raleigh Gardens, Brixton Hill, London, SW2 1AE

  • By Phone

Call us at Brixton Hill Group Practice on 020 8674 6376 discuss your complaint with a member of our team

  • By Email

Send an email to Lamccg.brixtonhill@nhs.net with “Complaint” in the subject line

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.

What Information to Include

To help us address your complaint effectively, please include the following information:

  • Your full name and date of birth
  • Contact details (phone number, email, address)
  • A clear description of your complaint
  • Details of any specific incidents, including dates and times
  • Names of any staff members involved (if known)
  • Any relevant supporting documents or evidence

What Happens Next

Upon receiving your complaint, we will:

  1. Acknowledge Receipt: Acknowledgement of your complaint will be provided within three working days.
  1. Investigate: A thorough investigation will be conducted by the appropriate staff member. This may involve reviewing medical records, speaking with staff members involved, and gathering further information.
  1. Respond: We aim to provide a full written response within 20 working days. If the investigation takes longer, we will keep you informed of the progress and provide a revised timeline.
  1. Resolution: We will explain the outcome of our investigation and any actions we have taken or plan to take in response to your complaint.

If You Are Not Satisfied

In the unlikely event that you are not satisfied with our response, you have the right to escalate your complaint. You can contact:

  • Information Commissioner’s Office (ICO): If you are not happy with how we handle your information. The ICO regulate and enforces the Data Protection Act
  • NHS England: If your complaint is about primary care services such as GP practices.
  • Parliamentary and Health Service Ombudsman: If you remain dissatisfied after contacting NHS England.
    • Website: www.ombudsman.org.uk
    • Phone: 0345 015 4033
    • Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Confidentiality

All complaints will be handled with the utmost confidentiality. Information will only be shared with those directly involved in the investigation and resolution of your complaint.

Your Rights and Support

Making a complaint will not affect your right to receive care from our practice. If you need assistance in making a complaint, you can seek help from advocacy services such as the Patient Advice and Liaison Service (PALS) or local health advocacy organisations.

Conclusion

We value your feedback and are committed to using it to improve our services. Thank you for helping us to provide the best possible care for all our patients.

This policy is in line with NHS guidelines and will be reviewed regularly to ensure its effectiveness and relevance.