Every patient has the right to make a complaint about the treatment or care they have received at Eltham Palace Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. If you have a concern, please speak to a member of staff, who will assist you where possible. Alternatively, ask to speak to the practice manager, but note that this may need to be a booked appointment.
If you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigate your complaint. They will contact us on your behalf:
NHS South East London ICB
160 Tooley Street
London, SE1 2TZ
Telephone: 0208 176 5337 for the patient experience team, or 0208 176 5330 for the ICB switchboard
Email: contactus@selondonics.nhs.uk
A complaint can be made by completing this form. You can also can also do this in writing, please click here for our address details, or in person or on the phone.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will acknowledge your complaint within three working days.
We will aim to investigate and provide you with the findings within 25 days working days and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third-party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants, which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Further action
If you are dissatisfied with the outcome of your complaint from either NHS South East London ICB or this organisation, then you can escalate your complaint to the Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
or
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033
www.ombudsman.org.uk