Feedback & Complaints
We're committed to providing high quality healthcare to all of our patients and will do everything we can to make sure you get prompt and proper treatment. We welcome any feedback, positive or negative, that will help us improve our services and the quality of patient care.
Positive Feedback
If you've had a particularly positive experience with the surgery, please do let our team know! We’re all here to try to support our patients, and it makes our day to know that we've helped you.
There are lots of ways you can let us know if you’ve had a good experience with us. You can tell any member of the team in person or over the phone, you can use the form below, or send an email to the surgery or our Patient Care Manager.
You can also leave a review on our Google Maps page, or through NHS Find a GP. Leaving us a positive review on these platforms helps other patients to find us and gives them the chance to have a good experience with us too!
Patient Participation Group
You can also give us feedback through our Patient Participation Group (PPG). The PPG is made up of practice staff and patients who meet regularly to talk about our services and how they can be improved. Joining our PPG gives you the opportunity to be more responsible for your own health, have your say about your surgery and get to know the staff better!
Get in touch with our reception team to find out more about how to get involved.
NHS Friends and Family Test
The NHS Friends and Family Test (FFT) is another way that you can give us feedback. The FFT was created to help service providers and commissioners understand if their patients are happy with the service provided, and where improvements are needed. It’s a single question survey that asks you how likely you are to recommend the service to your friends and family. It’s a quick and anonymous way to give your views after receiving care or treatment across the NHS.
After you have attended an appointment at the practice, we might ask you to complete the FFT. Alternatively, we could contact you about it later via post, text message or phone call. You can also pick up the test from reception. For guidance on how to complete the FFT, click here or watch this video. All data collected is submitted to NHS England.
If you have any queries about the FFT, you can email: england.friendsandfamilytest@nhs.net
Making a complaint
If you're not happy with your treatment, or any other matter connected to your care, you can make a complaint or a suggestion to improve services for everyone.
Often the quickest way of resolving a concern is by raising it directly with a member of staff or the reception team as soon as you can. They will attempt to deal with the matter as quickly as possible.
You can also contact our dedicated Patient Experience Manager to discuss your concerns. The easiest way to get in touch with them is to fil in the form below, but you can also email, phone or send a letter. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention.
Our Patient Experience Manager will acknowledge your complaint within three working days and discuss with you the way in which you would like your complaint resolved and set out the length of time this will take. Your care will not be affected as a result of making a complaint.
We will look into your complaint to:
- Find out what happened and what went wrong
- Invite you to discuss the problem so that we can prevent this from happening again
Patient Experience Manager
Miss Julie Pittaway
020 3827 4939
Complaining on behalf on someone else
Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this.
Other ways to register a complaint
South East London Integrated Care Board
If you are not comfortable complaining directly to the Practice, or if you feel this is not appropriate, you may choose to complain to the South East London Integrated Care Board (SEL ICB).
You can find more information about how to make a complaint to the SEL ICB on their website: https://www.selondonics.org/...
Complaints ombudsman
If you are not satisfied with the outcome of your complaint resolution by the practice or NHS England, you may contact the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.
The Parliamentary and Health Service Ombudsman
Millbank Tower, London, SW1P 4QP
0345 015 4033
