We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01234 266866
Making a complaint
We aim to give you the best possible care, but if something hasn’t gone right we want to know so we can put it right and improve. You can raise a concern or complaint in whatever way suits you — in person, by phone, or by email to londonrs.complaints@nhs.net — and you don’t need to put it in writing. Most concerns are resolved quickly, often with a simple conversation.
Our Complaints Manager, Kirstin Frost (Joint Practice Manager), will be your point of contact throughout, and our Responsible Person, Dr Jaison Mathew (GP Partner), oversees how we handle and learn from complaints. Raising a complaint will never affect the care you receive. You can read more in our complaints leaflet and complaints policy below.
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in
your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with
the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or
emails. We understand that these tools can be helpful in organising thoughts or
expressing concerns.
However, AI-generated text can sometimes:
- include information that is inaccurate or not relevant;
- use overly formal or legal language;
- make complaints longer or more complex than necessary; or
- make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the
details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
- what happened;
- when it happened;
- how it affected you; and
- what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal
letter.
If you choose to use AI tools, we recommend that you:
- check the wording carefully to ensure it reflects your own experience;
- remove any information that is inaccurate or not relevant; and
- take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
For further guidance on using AI to support a complaint, you may find this resource from
the Parliamentary and Health Service Ombudsman helpful:
Using AI tools to help your complaint
If you need support to make a complaint—for example due to language needs, disability,
learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.