If you would like to make a complaint regarding the surgery or the services we offer, please contact the Office Manager by telephone or, if you prefer, in writing. We will acknowledge the receipt of complaint within three days. Every effort will be made to answer your concerns as soon as possible.
The Roehampton Surgery
191 Roehampton Lane
London
SW15 4HN
Telephone: 020 878 81188
The practice management team hope if you have a problem you will use the practice complaint procedure. However if you feel you cannot raise the complaint with us, you can contact the commissioner of the service – South West London Integrated Care Board (SWLICB):
Telephone: 0800 026 6082
Email: contactus@swlondon.nhs.uk
Postal address:
NHS South West London
120 The Broadway
Wimbledon
London
SW19 1RH
You cannot complain to both
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint
Investigating complaints
| The Roehampton Surgery and The Ashburton Medical Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance. |
| Confidentiality The Roehampton Surgery and The Ashburton Medical Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints The Roehampton Surgery and The Ashburton Medical Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response The Roehampton Surgery and The Ashburton Medical Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint. |
| Advocacy support · POhWER support centre can be contacted via 0300 456 2370 · Advocacy People gives advocacy support on 0330 440 9000 · Age UK on 0800 055 6112 · Local Council can give advice on local advocacy services
Further action If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either: Milbank Tower, Milbank LONDON SW1P 4QP
Citygate, Mosley Street MANCHESTER M2 3HQ Tel: 0345 015 4033 www.ombudsman.org.uk |