Comments & Complaints
If you are unhappy with any aspect of our service, we would like to hear from you. We particularly welcome constructive suggestions about how we could do better. There is a box at Reception where you can post any comments or suggestions.
If you wish to make a formal complaint, please write or speak to Paula Guiry Practice Manager or if you would like to see a copy of our Complaints Procedure, please ask at Reception.
Independent Complaints Advocacy Team (ICAT)
ICAT is a team of three advocates who provide support and information around raising concerns and complaints about care and treatment received from the NHS. ICAT is completely independent from the NHS and provides information, acting under your direction for your wishes.
Generally support you with your NHS complaint.
Provide self-help information.
Put you in touch with the right people.
Help you get interpreting services.
Prepare letters for you.
Prepare for and attend meetings with you.
Explain and explore different options available.
Speak to people on your behalf where necessary.
Offer any advice - financial, medical, legal etc.
Make decisions for you.
Help claim financial compensation.
Get an NHS employee disciplined.
For further information or to request support, contact Andrea Beever, ICAT Co-ordinator, on 01274 750784.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.