Comments and complaints

We continually strive to provide all of our patients with the best possible care.

However, we do understand that sometimes things go wrong.

We are always keen to hear what our patients think, whether it is good or bad – this helps us to understand what we are doing well, and what we might need to improve, so that we can ensure good quality healthcare.

If you have any comments, compliments or concerns, please get in touch.

Equally, if you feel you have a genuine cause for complaint, we do want to hear about it.

We will do our best to be understanding and to ensure any matters are settled as quickly, and as amicably, as possible.

Please be assured that all complaints will be treated in the strictest confidence, and making a complaint will not affect the way you are treated or the care you receive from the surgery.

Time limits

To have your complaint investigated, you need to complain within 12 months of the event happening, or as soon as you first become aware of the issue you want to complain about.  The time limit can sometimes be extended in special circumstances.

How to make a comment or complaint

Have an informal chat with any member of staff.

Complain in writing to the Practice Manager.

Contact the NHS Complaints Team.

Complain to the Ombudsman.

Get help and support from an Independent Advice and Advocacy Support service.

Informal chat

In the first instance, if you wish, you can speak to whichever member of staff you feel most comfortable with (e.g. doctor, nurse, receptionist, practice manager, etc.).  This gives you the opportunity to resolve any concern you may have without having to go through a formal process. You can still go on to make a formal complaint if you feel you need to.

Please note:  Clinical appointments should not be booked for this purpose.  Instead, please speak to reception, who can arrange for a chat with the appropriate person outside of clinical appointment times.

In writing to the Practice Manager

You can write to the Practice Manager at the following address, or via the practice email address.  (These details are also on our website under the ‘Contact Details’ tab.)

Ms Sarah Haider
Haiderian Medical Centre
181 Corbets Tey Road
Upminster
Essex
RM14 2YN

Email:  nelondonicb.contacthaiderian@nhs.net

What happens next?

We will acknowledge your complaint within 5 working days and we aim to have investigated and reported on your complaint within 20 working days.

If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish.

NHS Complaints Team

We would always encourage you to give us the opportunity to resolve any complaints within the practice first.

However, if you do not want to communicate with the surgery directly, or if you wish to escalate your complaint, you can get in touch with the NHS Complaints Team using the following contact details:

NHS Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London
15 1DA

Telephone: 020 8221 5750

Email: nelondonicb.complaints@nhs.net

Complain to the Ombudsman

If you have made a complaint, with the surgery or the NHS Complaints Team, but are not happy with the outcome, you may take your complaint to the Ombudsman.

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint, and tell the NHS how to put things right if it has got them wrong.

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint and it will generally not look into your complaint if it happened more than 12 months ago, unless there are exceptional circumstances.

You can find details on their website:  https://www.ombudsman.org.uk/

Or call their helpline on:  0345 015 4033

Independent Advice and Advocacy Support

You can get free support, at any time, from your local independent complaints advocacy service. Their details are as follows:

The Havering Integrated Advocacy Service

Telephone: 020 7510 1081 / 01708 5606600

Email:  Havering.advocacy@mithn.org.uk

They can assist with writing letters and presenting your case, if necessary.