Complaints Procedure
At The Upstairs Surgery, we are committed to providing high-quality care to all our patients. If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate and improve our care.
Raising a concern (Informal Complaints)
If you have a concern about your care but do not wish to make a formal complaint, please speak to a member of our team. We aim to resolve concerns quickly at the time they are raised.
If you are not satisfied with the outcome, you are entitled to make a formal complaint.
You may also make a complaint on behalf of someone else, provided you have their consent and the practice is satisfied that you are acting in their best interests. If we are unable to proceed for this reason, we will notify you in writing with an explanation.
Please note that the practice cannot deal with matters relating to legal liability or financial compensation.
Making a complaint will not affect your care or treatment at the practice.
Making a formal Complaint
We recommend raising your complaint as soon as possible after the issue occurs. Normally, complaints should be made within 12 months of the event or when the issue first came to your attention. In some circumstances, this time limit may be extended if there are valid reasons for the delay.
You can make a formal complaint either to the practice or directly to NHS England.
Complaining to the practice
Please write to or contact:
Ellie Jacobs – Practice Manager
The Upstairs Surgery
Chadwell Heath Health Centre
Ashton Gardens
Romford
Essex
RM6 6RT
You can submit your complaint:
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In writing
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By email: nelondonicb.upstairs@nhs.net
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In person
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If you are unable to put your complaint in writing, you can make your complaint orally. We will record the details and provide you with a written copy.
Complaining to NHS England
You can also send your complaint to:
NHS England
NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT
Phone: 0300 311 22 33 (Monday–Friday, 8am–6pm excluding Bank Holidays)
Email: england.contactus@nhs.net
Website: england.nhs.uk
Please include “For the attention of the Complaints Manager” in the subject line.
What happens next
Once we receive your complaint:
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We will acknowledge your complaint within 5 working days.
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We will ask how you would prefer to receive our response.
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We aim to provide a full response within 14 working days.
When investigating your complaint we will:
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Review what happened and identify what went wrong
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Offer you the opportunity to discuss the issue if you wish
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Provide an apology where appropriate
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Identify improvements to help prevent the issue happening again
In some cases we may invite you to a meeting to discuss the matter further.
If your not satisfied
If you remain unhappy after our response, you have the right to refer your complaint to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and the Government.
The Health Service Ombudsman for England
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk
