The Devonshire LOdge Practice
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COMPLAINTS

Telephone: 020 866 0075
Fax: 0208 429 3087
GP Partners:
Dr. Brewerton Dr. Hall Dr. Akhtar Dr. Ghani
Practice Manager:
Mandy Barrett

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.

If you have a complaint or concern about the service you have received from the practice, please let us know.

We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria.

How to complain
It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.
If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.

You can ask for an appointment with the Practice Managerin order to discuss your concerns. S/he will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It helps us if you can give us as full details as possible about your complaint.

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

What we will do

We will contact you about your complaint within three working days and discuss with you the best way to investigate it, including the time scales for a reply. We will aim to offer you an explanation within that time frame, or a meeting with the people involved.
We will look into your complaint to:-

Complaining on behalf of someone else
Medical records are protected by the data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

Getting help

The Independent Complaints Advocacy Service (ICAS) on 0845 337 3058 can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. Email: www.pohwer.net
If you prefer, you can phone or write to the complaints department at the :
NHS England PO Box 16738 Redditch B97 9PT
Their staff will aim try to sort out complaints and can make enquiries on your behalf.
Email Address: nhscomissioningboard@hscic.gov.uk
Telephone : 0300 311 22 33

If you are not satisfied
If you are not satisfied with the way we have dealt with your complaint, you can contact the Health Service Ombudsman on 0845 015 4033.  The website is: www.ombudsman.org.uk
The address is : PO Box 1021 Warrington WA4 9FE

Remember:

 

 

 
 
Eastcote Health Centre, 
Abbotsbury Gardens, 
Eastcote, PINNER. 
Middlesex HA5 1TG
Tel: 020 8866 0075
Fax: 020 8429 3087

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