97-99 Regent's Park RoadLondon, NW1 8URTel: 020 7722 0038
This practice keeps medical records confidential and complies with the General Data Protection Regulation.
We hold your medical record so that we can provide you with safe care and treatment.
We will also use your information so that this practice can check and review the quality of the care we provide. This helps us to improve our services to you. For more information, please click here
Other important information about how your information is used to provide you with healthcare
How your information is used for medical research and to measure the quality of care
How your information is shared so that Primrose Hill Surgery can meet legal requirements
National screening programmes
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.1
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing it covers all of the necessary aspects.
The Practice Manager Primrose Hill Surgery
The Advice and Complaints Service is open between 9am and 5pm, Monday to Friday. The team provides a telephone advice service, and also accepts enquiries by letter and email.
Phone number: 020 3317 7102
Email address: email@example.com
You can write to then at the address below:
Camden and Islington NHS Foundation Trust
Advice and Complaints Service
1st Floor, East Wing
St Pancras Hospital
4 St Pancras Way
London, NW1 0PE
You may also make your complaint directly to NHS England, who commissions our service:
By telephone: 03003 11 22 33 By email: firstname.lastname@example.org
By post: NHS England, PO Box 16738, Redditch, B97 9PT
We aim to settle complaints as soon as possible.
We will usually acknowledge receipt within three working days, and aim to resolve the matter as soon as possible but will give you some idea of how long that may take at the outset. You will 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 wish to do so.
When the investigations are complete, a final written response will be 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 initially sent 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 refer the matter further to the Parliamentary and Health Service Ombudsman (details shown elsewhere in this leaflet) if you remain dissatisfied with the response.
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. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Alternatively, we will send one to you to return to us when we receive your initial written complaint.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that 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. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.
You have the right to approach the Parliamentary & Health Service Ombudsman. Their contact details are:
The Parliamentary and Health Service Ombudsman Millbank Tower 30 Millbank London SW1P 4QP
Tel: 0345 0154033
Make a complaint (to complain online or download a paper form).
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice;
The local Healthwatch can be found at:
The IHCA is able to be contacted at:
The Patient Advice and Liaison Service (PALS) is based at :
Royal Free Hospital,
Pond Street, London, NW3 2QG
Telephone Number: 020 7472 6446
Fax number: 020 7472 6463
Email address: email@example.com
This process identifies Primrose Hill Surgery’s approach to the handling of complaints and is relevant to all employers and anyone who works at Primrose Hill Surgery, including non-clinical staff.
Individuals training and visitors/observers on the premises must also adhere to this.
Importance of having a complaints procedure
Staff at Primrose Hill Surgery recognise that, occasionally, things go wrong and patients can be left feeling unhappy with aspects of their care or treatment.
To reduce the anxiety and apprehension for both patients and staff we have a process for handling complaints.
How to make a complaint
Time limit for making a complaint
Within 12 months of the event, or within 12 months of becoming aware that you have something to complain about.
People responsible for handling complaints
Complaints can be made in the first instance, either orally or in writing outlining your concerns to the Practice Manager.
The Complaints Manager assigned will be responsible for the handling and investigation of complaints.
Initial handling of complaints
Investigation of complaint
We will also ensure the following :-
Recording complaints and investigations
If a complainant is unhappy with the outcome
We believe that raising your concerns with us will give us the best chance to improve our service.
You will receive a final response letter that will include details of the result of the investigation into your complaint and your right to take matters further if you remain dissatisfied with the response.
Whilst we hope that we can give a satisfactory explanation or solution, we appreciate that this may not always be the case.
You have the right to request an independent review of your complaint by contacting the Parliamentary and Health Service Ombudsman
Address: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4QP
Telephone advice line: 0345 015 4033 Email – firstname.lastname@example.org
You have the right to approach NHS England if you feel you cannot raise your complaint directly with us. In the first instance you should contact them for further advice on how to go about this. They can be contacted at:
Address: NHS England PO Box 16738 Redditch B97 9PT
Telephone: 0300 311 2233 Email: England.email@example.com
If using email ensure that you state: ‘For the attention of the complaints manager’ in the subject line.
Review of complaints
NHS England ask for complaints returns 6 monthly. This is sent to them directly online.
This asks for the surgery to:-
CQC ‘How to complain about a health service or social care service’
‘How we deal with complaints’ information from the Parliamentary & Health Service Ombudsman
‘NHS England Complaints Procedures’ September 2014
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