How to make a complaint 

 

If you have a complaint or concern about the service you have received from a clinician or any member of staff working at NHS Practitioner Health please let us know.  We operate a Complaints Procedure as part of the NHS system which meets the national criteria.

If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.

If the complaint is regarding a deceased patient, the service will proceed with an investigation. You need to make your complaint as soon as possible, but ideally within six months of the incident that caused the problem or within six months of discovering that you have a problem relating to a specific incident to enable us to gather all the information whilst still fresh.

THE PROCEDURE

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

All complaints should be addressed to the Operations Manager here at NHS Practitioner Health, who will ensure that your complaint is dealt with promptly.

Email: prac.health@nhs.net or by post: Operations Manager, NHS Practitioner Health, Riverside Medical Centre, St George Wharf, Wandsworth Road, London, SW8 2JB

Please try to make your complaint as soon as possible, but ideally within six months of the incident that caused the problem or within six months of discovering that you have a problem relating to a specific incident to enable us to gather all the information whilst still fresh.

WHAT WE WILL DO

We will acknowledge your complaint within three working days of receipt together with an apology. In the first instance we would aim to offer a discussion with one of our senior team to understand the nature of your complaint. This will help us determine the timeframe linked to the nature and complexity of your complaint.

We will investigate thoroughly and provide you with a detailed response as soon as possible. If for any reason there is a significant delay, (for instance, due to staff absences or a third party not directly employed by NHS Practitioner Health) we will keep you updated on the reasons.

When we look into your complaint we will aim to: 

  • Investigate the problem with all members of staff concerned
  • Notify you of the outcome of the investigation with a satisfactory explanation
  • Identify the problem with a view to improving  the service we offer to our patients

We hope that you will use the Practitioner Health Complaints Procedure so that we are able to resolve the problem and have the opportunity to improve our service to you.

This of course does not affect your right to approach The Parliamentary & Health Service Ombudsman if you feel you cannot raise your complaint with us or you are not satisfied with the outcome of an investigation.  If you need initial advice on how to proceed, the following team will provide independent help, including writing letters, making telephone calls and moral support.

The Parliamentary and Health Service Ombudsman: