Complaints Procedure

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Holmwood Corner Surgery

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to our management team, but this may need to be a booked appointment.

A complaint can be made verbally or in writing. A complaints form is available from reception.

If for any reason you do not wish to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigate your complaint. They will contact us on your behalf.

How to contact South West London ICB

Time frames for complaints

Complaints should normally be made within 12 months of an incident or of it coming to your attention.

This time limit can be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.

You can make a complaint verbally, in writing or by email. The management team will respond within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint

Investigating complaints

We will investigate all complaints thoroughly and in conjunction with extant legislation and guidance.

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third-party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.