Complaints Policy

Our policy

If you have a complaint or concern about the service you have received from the doctor or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets the national criteria.

At Woodlands Medical Practice, we have extremely high standards for patient care. However, there are occasions where patients want to make complaints. We value all feedback, positive or negative, and view it as a constructive way to improve care for both the impacted patient, as well as other patients who are part of our community. This guide outlines the ways in which patients can make a preliminary complaint to the practice. Please note that all complaints must be raised with the practice first; patients cannot go to external bodies unless mediation between the patient and practice does not succeed at resolving the issue. 

There are three options for making a complaint:

• Verbal complaint (either in person or over the phone)
• Written complaint (letter, titled FAO Practice Manager)
• Email complaint using our secure online form

Regardless of how you make a complaint, all complaints will be treated with the same level of seriousness and consideration of how to improve care.

For verbal complaints, the practice manager or reception manager will call back within 2 working days. For other complaints, a confirmation message will be sent within 3 working days to acknowledge the complaint, before a full written response will be sent within 28 days.

If you require additional support to make a complaint, we can provide this. If you need an interpreter for discussing verbal complaints, please let us know.

What we will do

We will acknowledge your complaint within three working days of receiving the complaint, and aim to have looked into your complaint within 4 weeks 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 aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned
• Identify what we can do to make sure the problem does not reoccur.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of some 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 because of illness.

What to do if you are not satisfied with our response

The NHS Complaints Advocacy

The NHS Complaints Advocacy service can offer help and support with your problem. You can contact them on 0845 120 3784 or through the VoiceAbility website who can provide free impartial support when you are making a complaint. They can help to:

• draft or write a letter
• arrange interpreting
• accompany you to a meeting.

NHS North Central London ICB

Including the boroughs of: Barnet, Camden, Enfield, Haringey and Islington. Details of how to contact them can be found on the NHS North Central London ICB website

Health Service Ombudsman

If you are still not satisfied then you can contact the Health Service Ombudsman.

If you have any questions about whether the Ombudsman may be able to help you, or about how to make a complaint please visit the Ombudsman website

We want you to let us know if you are unhappy or have a suggestion about how we can do things better.

All complaints are treated in the strictest confidence and making a complaint will not affect your treatment or care.