If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
How to Complain
You should normally make a complaint within twelve months of the event, or within twelve months of becoming aware that you have something to complain about. However, these time limits may be waived if there are good reasons why you could not complain earlier and if we are still able to investigate the complaint fairly and effectively in spite of the delay.
Complaints can be made in writing to the practice manager, Ms Crystal Short, via email at: swlicb.tudorlodgecomplaints@nhs.net.
What We Will Do
We will acknowledge receipt of your complaint within 3 working days either orally or in writing and will formally investigate your complaint. You will receive a written response from the Practice Manager within 28 days.
We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response with a report on the investigation as soon as reasonably practicable. If we are not able to meet the 28-day response deadline, we will contact you to advise why and negotiate another timescale.
When we look into your complaints, we will aim to:
- Find out what happened and what went wrong
- Advise you what we will do to put the matter right
- Make sure you receive an apology where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services provided by our practice.
If you are not content with the outcome of your complaint at a local level you can ask the Ombudsman to independently review your case by writing to:
The Parliamentary and Health Services Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Or email: Phso.enquiries@ombudsman.org.uk
Or phone: 0345 015 4033
Website: www.ombudsman.org.uk
Although the practice would welcome the opportunity to investigate your complaint, you may prefer to choose to make your complaint to NHS South West London ICB; details as follows:
Email: contactus@swlondon.nhs.uk
Postal address:
NHS South West London
3rd Floor, 120 The Broadway
London
SW19 1RH
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.