Our aim is to give you the highest possible standard of service, however we have a Practice Complaints Procedure to deal with any comments, suggestions and complaints you may have about our service.
We try to deal swiftly with any feedback, and you can be assured your care or consultations will not be affected if you feel it necessary to make a complaint against the practice.
We recognise that, at times, things could have been done differently or in a better way.
Giving feedback
If you feel you have cause to complain or raise concerns, please contact the practice manager by:
- filling out a feedback form
- taking part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 0208 644 5187
- writing to us
- speaking with reception
We take all suggestions and complaints seriously and will respond to you in accordance with the established mechanisms for complaints within the NHS.
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Stonecot Surgery
115 Epsom Road
Sutton
Surrey
SM3 9EY
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.