Complaints Policy

Making a Complaint

Sometimes things go wrong and we aim to correct any issues as quickly as possible. We take all complaints seriously whether they are verbal to the reception team or a formal, written complaint to us. We record all feedback and review it on a monthly basis.

Sometimes things go wrong and we aim to correct any issues as quickly as possible. We take all complaints seriously whether they are verbal to the reception team or a formal, written complaint to us. We record all feedback and review it on a monthly basis.

The Practice is firmly committed to ensuring that there is a clear and effective process in place that enables our patients to provide positive or negative feedback or to formally complain when dissatisfied with care, treatment and services at the surgery.

If you think we can resolve your complaint quickly by talking it through, you can ring us on 020 7703 3788 and ask to speak to Sam McLoughlin, our Operations Manager.

We take all complaints seriously and aim to resolve them fairly and as quickly as possible.

Make a Complaint

We will acknowledge receipt of your complaint within 3 working days.

A full written response will be made within 20 working days of receipt, or where the investigation is still in progress, will write to the complainant explaining the reason for the delay and supply a full response within 5 days of a conclusion being reached. This procedure will ensure that the complainant receives written confirmation of the stages of the investigation and of the action taken. If your complaint requires a full investigation, we will inform you of this. In such cases, there is no fixed timeframe for resolution, as the length of the process will depend on the complexity of the issues raised.

Make a complaint online

If you are unable to submit a complaint online, and do not have anyone to support you in doing so, you may telephone the practice and ask to speak to the Operations Manager or Practice Manager. They will take the details of your complaint and submit it on your behalf.

Let the Practice Know Your Views

Camberwell Green Surgery is always looking for ways to improve our services. We recognise that one of the best ways to ensure ongoing service improvement is to listen to our patients’ comments – whether positive or negative.

To do this effectively the Practice needs to know what you think about the services you receive. Only by listening to you can the practice continue to improve upon our services. We provide feedback cards at the reception desk and, in conjunction with our Clinical and Operational Leads, we read and review every completed feedback card returned to us, always aiming to act on constructive feedback. Feedback cards are designed to give the option for patients to be identified or remain anonymous if they wish. We see feedback, whether positive or negative, as an opportunity to continuously improve and we are very supportive to our service teams who are not subject to any form of blame culture should there be negative feedback of any kind.

Practice Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in this Practice, please let us know.

The Practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints systems meet national criteria.

If you make a complaint it is Practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

What Happens Next

• Your complaint will be investigated by a senior member of the team.
• We will look into what happened and why.
• We will explain what we have learned, what actions have been taken, and what steps we will take to prevent similar issues in future.

We treat all complaints in confidence and handle them in line with NHS and CQC regulations. Making a complaint will not affect your care or treatment.

Hospital Complaints

If the incident you wish to complain about happened in hospital, it is best to speak to the Patient Advice and Liaison Service (PALS). You will be able to find out their details from the hospital.

How to Complain

In the first instance, please discuss with the staff member concerned. If the issue cannot be resolved at this stage please contact the Practice Manager or Operations Manager who will try to resolve the issue. If your issue cannot be resolved, please let us know as soon as possible.

Complaints must be made in writing within 12 months of the incident. You will receive acknowledgement of this within 3 working days. We will arrange to contact you to discuss the complaint and to agree how this will be investigated and the timescale.

The Practice aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned
• Make sure you receive an apology, where appropriate
• Identify what the Practice can do to make sure this does not happen again

In ensuring that the complaints process is as accessible as possible to all, special consideration will be given to the patient and/or family members or carers who may need additional support and advice in using the complaints procedure. Where care and treatment is provided to children, our staff are aware of the difficulties a child faces in expressing concerns or complaints and will offer support to help the child overcome these.

The Practice will maintain an annual register of all complaints received, including information on whether or not the complaint was upheld, the results and action taken and a written record of each investigation.

Complaining on Behalf of Someone Else

Please note that Camberwell Green Surgery adheres strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the Practice needs to know that you have their permission. A note signed by the person concerned will be required unless they are incapable of doing this. 

Advocacy Services for NHS Complaints

This are several national services that support individuals wishing to make a complaint about their NHS care or treatment.

See how they can help by visiting the POhWER website.

Alternatively, please contact NHS Complaints Advocacy Service (VoiceAbility)

NHS South East London and The Ombudsman

If you have not received a satisfactory response from this practice, you can escalate your concerns to our local Integrated Care Board, South East London ICB:

NHS South East London ICB
160 Tooley Street
London
SE1 2TZ
Visit the NHS South East London ICB website

Alternatively, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) if you remain dissatisfied after local resolution.

Visit the Parliamentary and Health Service Ombudsman website