We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally on the day. This is because the sooner we know about a problem; the easier it will be for us to establish what happened.
In any event, please let us have details of your complaint:
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Within 6 months of the incident that caused the problem; or
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Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident.
Complaints should be addressed in writing to:
The Complaint Manager Mrs. Anetta Kolek, Tooting South Medical Centre, 22 Otterburn Street, London, SW17 9HQ.
It would be helpful you are as specific as possible about your complaint.
The practice will support patients with language or communication needs in order to access the complaints process. Please contact the practice if you require support.
We will acknowledge your complaint within two working days and aim to have looked into your complaint within 28 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall:
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Find out what happened and what went wrong.
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Make it possible for you to discuss the problem with those concerned, if you would like this.
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Make sure you receive an apology, where this is appropriate.
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Identify what we can do to make sure the problem doesn’t happen again.
Please note that we operate a strict confidentiality process, therefore if you are complaining on behalf of someone else, it is essential that you have written and signed consent by the person concerned to authorise you to complain on their behalf unless they are medically incapable of providing written consent.
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If for any reason you feel that the practice complaints procedure has not resolved your problem, you can contact NHS South West London Integrated Care Board directly from 1st July 2023 (NHS SWLICB).
You can do this by:
Telephone: 0800 026 6082
E-mail: contactus@swlondon.nhs.uk
Writing to them at: NHS South West LondonICB, 120 the Broadway, London, SW19 1RH
If you are still not satisfied, you can write to the Ombudsman who can be contacted at:
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW14 4QP Tel: 0345 015 4033 Fax: 0300 061 4000 Email: phso.enquirires@ombudsman.org.uk