If you have a complaint or concern about the service you have received from the doctors or any staff at Tooting South Medical Centre, please let us know. We operate a complaints procedure as part of the NHS complaints system, which meets or exceeds national standards.
How to Complain
We hope that most problems can be resolved quickly and easily, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible — ideally within a few days. This helps us investigate what happened more effectively. If this is not possible, your complaint should be submitted within 12 months of the incident or within 12 months of discovering the issue.
Please send your complaint in writing to the Complaints Manager at the following email:
Anetta Kolek
Tooting South Medical Centre
Email: swlicb.tootingsouthmedicalcentre@nhs.net
When submitting your complaint, please include your full name, date of birth, and address so we can identify you correctly. This information will be kept confidential and will not be shared with anyone outside Tooting South Medical Centre.
Complaints on Behalf of Someone Else
We respect patient confidentiality at all times. If you are complaining on behalf of someone else, you must have their permission to do so. A signed authority from the person concerned will be required unless they are unable to provide this due to illness or incapacity. A Third Party Consent Form is available upon request.
What We Will Do
The Complaints Manager will ensure your concerns are handled promptly and appropriately. Please be as specific and concise as possible. You will receive an acknowledgement within 24 Hours and a full response within 12 working days of receiving your complaint. If there is a delay, we will inform you in writing with an estimated timeframe.
Our investigation will include reviewing the circumstances, facilitating discussion with those involved, offering an apology if appropriate, and taking steps to prevent recurrence.
You will receive a final letter detailing the outcome of the investigation.
For a faster response, we recommend submitting your complaint by email to avoid postal delays.
Taking It Further
If you are not satisfied with our response, you may contact NHS England, who commission local health services. If you remain dissatisfied after their response, you can escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO).
Complaints to NHS England
If your complaint relates to a service directly commissioned by NHS England, you should try to resolve it informally with the service provider first. If informal resolution is not possible or unsuccessful, you may raise a formal complaint to either the service provider or NHS England.
You can contact NHS England by:
- Telephone: 0800 026 6082
- Email: contactus@swlondon.nhs.uk
- Post: NHS South West London ICB, 120 the Broadway, London, SW19 1RH
The Parliamentary and Health Service Ombudsman
Millbank Tower
21 Millbank,
London,
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
If you disagree with the Ombudsman’s decision, you may appeal. Their decision is final unless new significant issues arise.