Compliments & Complaints

We welcome your comments and suggestions. It is always very useful to hear from our patients on anything which you are happy about as well as anything which has caused you concern. There are boxes available to put your ideas into. Receptionists can provide you with the forms.

If you have a complaint or concern about the service you have received from any member of the staff, please let us know.

How to make a complaint

We always hope that most problems can be resolved easily and quickly at the time they arise and with the person concerned. If you problem cannot be sorted out in this way and you still wish to make a complaint, we would like you to inform us of the problem a soon as possible, ideally writing within the following few days as this will enable us to establish what happened more speedily. If it is not possible for you to do this, then we would require you to leave us with details of your complaint either within 6 months of the incident or within 12 months of discovering a problem.

What we will do with your complaint

We shall acknowledge your letter within 2 working days, and we will aim to have looked into your complaint within 10 working days of the incident occurring. We shall then be in a position to offer you and explanation or a meeting with the people or person involved.

When looking into complaints, we aim to:

* Discover what happened and what went wrong.
* Make it possible for you to discuss the problem with those concerned, if you would like this.
* Make sure that you receive an apology, where appropriate.
* Identify what we could do to prevent such a problem from happening again.

Complaining on behalf of someone else

Please, note that we strictly keep to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (due to illness) to provide this.

Who should I address my complaint to?

Your complaint should be addressed to our practice manager Antonia Makinde. You can also email her by clicking below.

Antonia Makinde

You can contact the PCT via the address below:

Lewisham Complaints Team
Lewisham Primary Care Trust
Cantilever House
Eltham Road
Lee SE12 8RN

Tel: 0207 206 3200

You may also contact the Patients Advice Liaison Services on 0800 587 7027.

By using the practice's complaints procedure (which meets national NHS criteria for dealing with complaints), we believe this will give us the best chance to resolve the problem, prevent it from re-occurring and provide us with an opportunity to improve the practice. However, this does not affect your right to approach the Lewisham Primary Care Trust if you feel that you cannot raise your complaint with us, or if you are left dissastified with the result of our investigations.