We welcome patient’s comments about our service. We do our utmost to ensure that we offer the best care we can to every patient that attends our practice. We recognise that things can go wrong and a patient may feel the need to raise a complaint. We aim to resolve these as quickly as possible.
Please address any complaints or concerns to the Practice Manager via email to souccg.blackfriars@nhs.net
You can download a copy of our Practice Complaints Policy here: Practice Complaints Leaflet
A complaints form is also available at reception or download a copy via this link: Practice Complaint Form
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.
If you require any support in making a complaint then there are organisations that can assist you and their contact details are listed below:
POwHER
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: www.pohwer.net
Tel: 0300 456 2370
Text: send the word ’pohwer’ with your name and number to 81025
Email: pohwer@pohwer.net
Skype: pohwer.advocacy
Fax: 0300 456 2365
Post: PO Box 14043, Birmingham, B6 9BL
Information Leaflet: POhWER London IHCAS Leaflet (PDF, 960KB)
NHS Southeast London ICB
Tel: 020 8176 5330
Email address: contactus@selondonics.nhs.uk
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.enquires@ombudsman.org.uk
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)