We welcome patient’s comments about our service. Please address these to the Practice Manager via email to email@example.com or via the Contact Us section of this website. You can download a copy of our Practice Complaints Policy here: Practice Complaints Procedure - May 2017.pdf
Complaints should be made in writing and addressed to the Practice Manager. A form is also available at reception or download a copy via this link: Practice Complaints Form.docx
Supporting you in making an NHS complaint
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
You have 3 options - you can either contact Southwark PALS (Patient Advice & Liaison Service), POhWER or NHS England:
1) Southwark PALS
Southwark CCG PALS
Tel: 0800 456 1517
If you need support in making a complaint about an NHS service, contact POhWER who provide a free and independent service that can help you make an NHS complaint.
Visit the POhWER website here: https://www.pohwer.net/
Tel: 0300 456 2370
Text: send the word ’pohwer’ with your name and number to 81025
Fax: 0300 456 2365
Post: PO Box 14043, Birmingham, B6 9BL
Information Leaflet: POhWER-London-IHCAS-Leaflet Apr17.pdf
3) NHS England
Tel: 0300 311 22 33
Email address: England.firstname.lastname@example.org
Health Services Ombudsman – Their role in complaints about the NHS
The Health Services Ombudsman is responsible for carrying out the second stage of the NHS complaints process. They can review complaints that have been handled and answered through the local resolution stage. When someone is still unhappy with the outcome of their complaint they can ask the Ombudsman to carry out an independent review.
All complaints that come to them for review should have already been through the local NHS complaints process, which means that issues have been considered and answered by the original service provider. A letter covering the concerns raised will usually have been sent to the complainant by the relevant NHS chief executive.
Website: www.ombudsman.org.uk Email: Phso.email@example.com
Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Phone Helpline: 0345 015 4033 (8:30am-5:30pm Monday to Friday)