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Make A Complaint
If you are not satisfied with the service you are received you can contact the Practice Manager to voice your concerns. The practice aims to respond to your issue within 28 working days.
Talk to us
You can request to speak to the practice manager. We have allocated time on Wednesday afternoons for the manager to contact you to discuss your concerns. Please speak to reception to book this.
Write to us
If you would like to put your complaint in writing you can email us on nelondonicb.armpcomplaints@nhs.net and we will respond within 28 working days. Alternatively a complaint form is available at reception.
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.
A Complaints Manager will acknowledge to all complaints within three business days. We will aim to investigate and provide you a response within 28 working days and provide regular updates regarding the investigation of your complaint.Investigating complaints
Addison Road Medical Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Addison Road 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
Addison Road 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 at reception.
Final response
Addison Road 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.