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How to make a complaint

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.                          

How to Complain

We hope that most problems can be sorted out promptly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaints within 12 months of an incident happening or of becoming aware of the matter complained about.

Complaints may be received in writing/verbally or by emailing the practice at:  info.essexlodge@nhs.net

Complaints should be addressed to the Patient Experience Manager or in her absence the Practice Manager.

What We Shall Do

We shall acknowledge your complaint within three working days and aim to provide a timely detailed response thereafter, in which we will be able to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem does not re-occur.
• If you are unhappy with the response from the practice you may write to the  Parliamentary & Health Service Ombudsman to request a review of your complaint, which you should do within 12 months of the date of The Practice’s response letter.

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 note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Other means of complaining

Complaints can be sent to NE London Integrated Care Board.

Their details are:

NHS Commissioning Board
Telephone: 020 8221 5750
Email: nelondonicb.complaints@nhs.net
In writing:
Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA

Independent Advice and Advocacy Support:

You can get free support, at any time, from your local independent complaint’s advocacy service.

The details are as follows:
This service is provided by Healthwatch Newham NHS Complaints Advocacy Service.

You can contact them by:
Telephone: 020 3828 8245
Email: advocacy@healthwatchnewham.co.uk

They can also help write letters and assist in presenting your case.