Our aim is to provide the highest level of care for all our patients. We will always listen to suggestions to help us improve our
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working at the practice, please let us know.
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 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 details of your complaint;
• Within 12 months of the incident that caused the problem; or
• Within 12 months of discovering that you have a problem
Our Practice Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint in writing giving us as much information as you can to her.
What we do
Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We will acknowledge your complaint within 3 working days. We aim to have looked into your complaint within 10 working days of the date you raised it with us. We will then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we aim to:
• Find out what happened and what went wrong
• Make sure you receive an apology where appropriate
• Identify what we can do to make sure the problem does not happen again
At the end of the investigation your complaint will be discussed with you in detail in writing, in person or over the telephone.
Complaining on behalf of someone else because of illness or language problems
Please note that we keep strictly to the rules of medical confidentiality and medical records are protected by the Data Protection act 1998/General Data Protection Regulations 2018. 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.
You can also contact someone to help you make your complaint – they will support you and help you to put into words exactly what your complaint is and how you think it could be resolved.
For Bexley residents this is:
Advocacy for All – 0845 832 0034 or 241 Main Road, Sidcup DA14 4QS
We always try to improve our service so your suggestions and comments are always appreciated.
• We want you to let us know if you are unhappy or have a suggestion about how we can do things better
• All complaints are treated in the strictest confidence
• Making a complaint will not affect your treatment or care