Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident
- or within 12 months of you becoming aware of the matter
If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing it covers all of the necessary aspects.
Send your written complaint to:
The Practice Manager
Primrose Hill Surgery
97-99 Regents Park Road
London
NW1 8UR
Download a Complaints Advice leaflet here
Read the CQC information – How to complain about a health service
How to contact the Advice and Complaints Service
You may also make your complaint directly to NHS England, who commissions our service:
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
