Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as a part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

The procedure

We hope that most problems can be sorted out easily and quickly, often at the time they arise. If your problem cannot be sorted out immediately and you wish to make a complaint, we would like you to let us know as soon as possible 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 complaint.

Within 6 months of the incident that caused the problem; or Within 6 months of discovering that you have a problem, provided this Within 12 months of the incident.

Please address your complaint to the Business Manager, Michele Izzo and either email lamccg.hernehillgp@nhs.net, or post to Herne Hill Group Practice, 74 Herne Hill, London, SE24 9QP. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us, depending on the complexity of the complaint. We will aim to be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint we will aim to:

Investigate the problem with all concerned
Identify what we can do to make sure the problem doesn’t happen again
We will notify you of the outcome and where appropriate make sure you Receive an apology.
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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to the Clinical Commissioning Group

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 our practice. But this does not affect your right to approach the local Primary Care Trust, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact The Complaints Manager, Lambeth Clinical Commissioning Group at 1 Lower Marsh, London SE1 7NT or telephone 020 3049 4444 for further advice.

If you feel that you need an independent review.

This should be done within 2 months of the date of the final response from the practice.

The Healthcare Commission can be contacted on 0845 601 3012 or write to them at:
Healthcare commission
Freepost NAT 18958
Complaints Investigation Team
Manchester, M1 9XZ
Email: complaints@healthcarecommission.org.uk