Cheam Family Practice, Sutton, Surrey.

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Making a Complaint

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The Practice endeavours to give you the best possible service and welcomes suggestions for improving them.

The Practice would like to reassure you that your care will in no way be compromised by raising this issue with us. The Practice welcomes feedback and would not wish patients or carers to feel anxious when they raise concerns with us and by understanding your concerns the Practice will endeavour to make changes where this is appropriate for the benefit of all patients.

Complaints are regarded seriously and are investigated fully and are used as an opportunity for learning and improvement. If a complaint is made, the practice may need to provide information about the patient, and treatment they have received, to insurers or legal advisors

This leaflet endeavours to explain the procedure to follow if you have a complaint about the services we provide.

Please note that our practice procedure for dealing with complaints is not able to deal with questions of legal liability or compensation.

We would ask you to note that we do have to respect our duty of confidentiality to our patients. Therefore the patient’s consent must be obtained if the patient in person does not make a complaint.

The practice hopes that you will feel able to use our in-house complaints’ procedure to give us the opportunity to investigate and, if necessary, put right any problem or mistake that you have identified.

We will, of course, carry out a full Investigation of the matter and will offer you the opportunity to have an informal interview to discuss the complaint, investigation and our findings.

If you do wish to make a complaint, please complete the form on the reverse or write to the practice manager or telephone for an interview to discuss the matter.

The practice manager or deputy practice manager will contact you to obtain further information about your concerns and to agree with you the way in which the Practice handles your complaint.

In the meantime further support is available to people with complaints about the NHS from:- 

The Independent Complaints Advocacy Service (ICAS)
Tel: 0845 120 3784

Further information about ICAS can also be found at www.pohwer.net.

Alternatively you can contact

Patient Advice and Liaison Service at NHS SW London
Tel: 0800 085 3182.

CQC National Customer Service Centre    
Tel: 03000 616161

It is important that we deal with complaints swiftly so your complaint will be acknowledged within 3 working days.

You will be offered an appointment for a meeting with the Practice Manager or Deputy Practice Manager to discuss the outcome of your complaint, if you wish, and you may bring a colleague with you.

We hope that at the end of the meeting or our investigation, you will feel satisfied that we have dealt with the complaint thoroughly. However, if you wish to continue with your complaint, we will direct you to the appropriate authorities that will be able to help you.

If you have a complaint please download and complete our Complaints Form.