Complaints Procedure

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. This should be the approach you try first. Please ask to speak to any of our staff or ask for our management team either in person or by phone.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident or within 12 months of the subject of the complaint coming to your notice. Send your written complaint to: Sonia Franco, Practice Manager, Beckett House Practice, Grantham Road, London, SW9 9DL.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 20 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. When the investigations are complete we will send you a response letter which will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Still Unhappy?

If you have already made a complaint to the Practice and you are not happy with the outcome, you have the right to approach the Ombudsman. The contact details are: 

The Parliamentary and Health Service Ombudsman
Citygate
47 – 51 Mosley Street
Manchester
M2 3HQ

Tel: 0345 0154033

Patients who have a comment or complaint about a GP practice which cannot be resolved locally with the practice manager or which relates to dentists, opticians or hospitals, can contact the local NHS Commissioning Team.

Visit the South East London Integrated Care System website for contact details

If you need support with your complaint, you can contact the NHS Complaints Advocates on 0300 330 5454 as they are experienced in supporting people with complaints about the NHS. Further information about the advocacy service can be found on their website