Suggestions & Complaints

To help us make sure that we provide the best possible service for our patients, this practice operates a practice based complaint procedure -

Practice Complaints Policy - March 2021 (PDF, 270KB)

If you have a comment, suggestion or complaint to make about any aspect of our service, please speak or write to the Practice Manager.

There are 2 ways to register a complaint with us:

Supporting you in making an NHS complaint

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.

If you require any support in making a complaint then there are organisations that can assist you and their contact details are listed below:

1) POwHER

If you need support in making a complaint about an NHS service, contact POhWER who provide a free and independent service that can help you make an NHS complaint.

Visit the POhWER website here: https://www.pohwer.net/Southwark

Tel: 0300 456 2370

Text: send the word ’pohwer’ with your name and number to 81025

Email: pohwer@pohwer.net

Skype: pohwer.advocacy

Fax: 0300 456 2365

Post: PO Box 14043, Birmingham, B6 9BL

Information Leaflet: POhWER - Southwark Advocacy Services Leaflet

2) NHS England

Tel: 0300 311 22 33
Email address: England.contactus@nhs.net

 

Health Services Ombudsman – Their role in complaints about the NHS

The Health Services Ombudsman is responsible for carrying out the second stage of the NHS complaints process. They can review complaints that have been handled and answered through the local resolution stage. When someone is still unhappy with the outcome of their complaint they can ask the Ombudsman to carry out an independent review.

All complaints that come to them for review should have already been through the local NHS complaints process, which means that issues have been considered and answered by the original service provider. A letter covering the concerns raised will usually have been sent to the complainant by the relevant NHS chief executive.

Contact:

Website: www.ombudsman.org.uk
Email: Phso.enquires@ombudsman.org.uk

Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Phone Helpline: 0345 015 4033 (8:30am-5:30pm Monday to Friday)

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