Complaints Policy

Complaints & Suggestions

Every patient has the right to make a complaint about the treatment or care they receive at the Green Man Medical Centre.  It helps us to improve our services and patient experiences.

We understand that we may not always get everything right and by telling us about the problem you have encountered, we aim to resolve the problem fairly, transparently and efficiently.

We are always open to suggestions and welcome patients feedback to improve our services and patient participation group gives patient the opportunity to actively participate in their own healthcare.

Talk to Us

Most complaints can be resolved at a local level. Please speak to a member of staff if you have any questions or concerns and they will assist you where possible.

Alternatively, ask to speak to the practice manager, we aim to sort most problems easily and quickly and preferably at the time they arise.  If your problem cannot be sorted immediately and you wish to make a complaint, please write to us as soon as possible for the attention of the Practice Manager.

Complaint form is available from reception.

The Procedure

We will respond to you within 3 days to acknowledge your complaint.  Each complaint is assessed to determine the nature, severity and urgency of the problem and the availability of those involved. Once investigated we will provide you with the findings and give you the opportunity to have a meeting or let you know if additional time is required and give you an updated timeline.

Confidentiality

We will ensure that most complaint are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party Complaints

We allow third parties 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.

Alternative Options

Advocacy Support

• POWER support centre can be contacted via 0300456 2370
• Advocacy People give advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• The Local Council can give advice on local advocacy services
• Other advocates and links can be found on the PHSO webpage

If for any reason you do not want to speak to a member of our staff, then you can request that the North East London Integrated Care Board (NELICB) investigates your complaint.  They will contact us on your behalf.

NELICB, Complaints Department
4th Floor, Unex Tower
5 Station St
London E15 1DA
Telephone: 020 8221 5750 

If you are dissatisfied with the outcome of your complaint from either North East London Integrated Care Board (NELICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) on 0345 015 4033 or at phso.enquiries@ombudsman.org.uk

Practice Contact Person for complaint

Practice Manager: Pamela Modliar

In writing to:
Green Man Medical Centre

Contact Telephone: 0208 989 2606