Suggestions, Comments and Complaints

Brockwell Park Surgery welcomes comments, compliments and complaints.

We make every effort to give the best service possible to everyone who attends our practice.

However, we know that sometimes things can go wrong. When this happens, we believe that it is often most effective to sort problems out quickly and informally. Please contact us or talk to any member of staff if you have a problem or concern.

Making a Complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this should be the approach you try first.

Where you are not able to resolve your problem in this way and wish to make a complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident
  • Within 12 months of the subject of the complaint coming to your notice

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

To complain about any aspect of care or treatment received at Brockwell Park Surgery, please contact either this practice via the patient liaison advisor at LAMCCG.BrockwellParkSurgery@nhs.net or NHS England:

Telephone: 03003 112233
Email: england.contactus@nhs.net
NHS England, PO Box 16738, Redditch, B97 9PT.

What We Do Next

We look to settle complaints as soon as possible. We will acknowledge the receipt of your complaint within 3 working days.

We will then investigate the complaint to find out what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

When the investigation is complete, your complaint outcome will be determined. We aim wherever possible to provide a final response to you within 28 days of receipt of the complaint. If we expect the response to take longer, we will update you regularly on this.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are dissatisfied with their treatment and are happy for us to communicate with you about this.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

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.

We are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

If you are Dissatisfied with the Outcome

The final response letter will include details of your right to escalate the matter to the Ombudsman if you remain dissatisfied with the response:

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

Tel: 0345 015 4033
Website: www.ombudsman.org.uk

Complaints Advocates

Healthwatch Lambeth (020 7274 8522) can help you to find independent NHS complaints advocacy services in your area.

Further independent advocacy services include:

  • POhWER – a charity that helps people to be involved in decisions being made about their care. POhWER’s support centre can be contacted via 0300 456 2370
  • SeAp Advocacy – provides advocacy support. Call 0330 440 9000 for advice or text SEAP to 80800 and someone will get back to you
  • Age UK – may have advocates in your area. Visit their website or call 0800 055 6112