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Complaints

We aim to provide the best possible service to our patients but misunderstandings do sometimes happen. Please feel free to discuss any concerns AT THE TIME WHEN THEY OCCUR. We aim for a speedy resolution of problems to a mutual satisfaction. The doctors and practice manager are available to discuss any problems.

Complaints should be submitted in writing to Mrs Llewellyn, Practice Manager. This can be done by letter, by emailing the practice at WACCG.administrationsgp@nhs.net or by completion of a form available from the receptionist. You can also make a verbal complaint by contacting the practice on 020 8875 5429.

However, if you wish to speak to someone directly, please let the receptionist know and this will be arranged.

We would also like to hear your suggestions about how we can improve our service to you, or if you think we have provided a good service.

Your feedback is very important to us.

For general questions on complaints you can contact the Customer Care Team (formerly PALS and complaints for Wandsworth CCG), who will assist you:

Patient Experience Team Wandsworth CCG
73-75 Upper Richmond Road
East Putney
London
SW15 2SR

Tel: 020 8812 6600
Email: WACCG.customercare@nhs.net

Complaints Procedure

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 part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to complain:

This can be done by letter, by emailing the practice at WACCG.administrationsgp@nhs.net or by completion of a form available from the receptionist. You can also make a verbal complaint by contacting the practice on 020 8875 5429.

We hope that most problems can be sorted out easily and quickly, 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 the 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 the details of your complaint:

  • Within 12 months of an incident happening or becoming aware of the matter complained about

Complaints should be addressed in writing to Mrs Gaynor Llewellyn, Practice Manager or any of the doctors.  Alternatively, you may ask for an appointment with Mrs Llewellyn in order to discuss your concerns.  She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What we shall do:

We shall acknowledge your complaint within 3 working days, with an offer to come in to discuss your complaint, and aim to have looked into your complaint within 10 working days, if this is not possible then we aim to respond within an estimated timescale of which we will negotiate with you.  We will also discuss with you a plan of how you would like the complaint to be handled. We shall then be in a position 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 need to do to make sure the problem doesn’t happen again.

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

If you have any questions or any problem understanding any of the above information, or would like the information in another language, please ask to speak to Gaynor Llewellyn at the practice.

If you are not satisfied with the way we have dealt with your complaint:

We hope that if you have a problem, you will use the 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 NHS England if you feel you cannot raise your complaint with us.

You should contact:   

NHS England
P.O. Box 16738
Redditch
B97 9PT

Tel: 0300 3112233

Email: england.contactus@nhs.net

In the event of a complaint not being resolved to the complainant’s satisfaction, they have the right to approach:

The Parliamentary Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

You can obtain advice and information to assist you with your complaint from:

Voiceability Wandsworth
Unit 203
Trident Business Centre
89 Bickersteth Road
London
SW17 9SH

Tel: 0300 330 5454

Email: wandsworth@voiceability.org

Email: nhscomplaints@voiceability.org

Click here to download our complaints policy.

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492 Merton Road, Wandsworth, London, SW18 5AE
  • Telephone 020 8875 5429
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Your Neighbourhood Professionals. Just a Click Away! Need care but want to stay in your own home? Yoga Works London Ltd Revelstoke Pharmacy Banana Moon Day Nursery, London Sarah Mallet Counselling Robert J Morris CosmeDocs
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