Make A Complaint

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If you are not satisfied with the service you are received you can write to the Practice Manager either online or in writing. The practice aims to respond to your issue within 28 working days.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Addison Road Medical Practice. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience. You can send an email to nelondonicb.armpcomplaints@nhs.net

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager, the Practice Manager

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

Complaints Team,
NHS North east London ICB,
4th Floor - Unex Tower,
5 Station Street, London, E15 1DA

0208 221 5750
nelondonicb.complaints@nhs.net

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via the practice website.

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.

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.

Advocacy support

• Healthwise Waltham Forest 0203 078 9990
• Age UK 0208 558 5512
• Voice ability 0300 303 1600

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:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Tel: 0345 015 4033 or visit their website

Alternatively, if the complaint is regarding hospital treatment this can be addressed to the PALS team of the named hospital, details can be found on their individual websites.