How to make a complaint

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.

We are able to provide you with a separate complaints form to register your complaint. Please ask at reception for this or clink on the link to download Complaint Form. You can also write your complaint in your own format providing this covers all the necessary aspects.

Send your written complaint to:

The Practice Manager, Lathom Road Medical Centre, 2A Lathom Road, East Ham E6 2DU

Or email

newccg.pmlathomroadmedicalcentre@nhs.net

What we do next

We look to settle complaints as soon as possible. We will acknowledge receipt within 2 working days, and aim to have looked into the matter within 14 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see 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.

When the investigations are complete your complaint will be determined and a final response sent to you.

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.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

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 unhappy with their treatment and that we can deal with someone else about it.

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.

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 circumstances above apply.

We may still need to correspond directly 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 not satisfied with this response and do not wish to discuss matters with us further, you do have the right to seek further review of your complaint by the Parliamentary and Health Service Ombudsman. The Ombudsman is independent of the government and the NHS. Her service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is a good reason to do so.  
 
Their helpline is 0345 015 403, email: phso.enquiries@ombudsman.org.uk or fax 0300 061 4000. Further information about the Ombudsman is available at www.ombudsman.org.uk  

Parliamentary and Health Service Ombudsman  

Millbank  

London SW1P 4QP  



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