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Comments and complaints

Praise, grumble, suggestion and comments

We always want to hear from our patients and to have the opportunity to improve our systems and services. Please complete this form and deposit in the Suggestion box available in the Waiting room. The box is accessed once a week, if your issue is urgent please refer to the desk and ask to speak to a member of the Patient Liaison Team.

Click here to download a copy of our praise or grumble form.

Complaints

Click here to download our complaints leaflet.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Woodford Medical Group.

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.

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 a member of the Patient Liaison Team.

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.

You can contact them by:

A complaint can be made verbally or in writing.

A complaints form is available from reception and our website. Additionally, you can complain via email to nel.freshneygreenfeedback@nhs.net

Click here to download a copy of our complaint form.

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 manner about which you wish to complain.

The Patient Liaison team will acknowledge all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Woodford Medical Group will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Woodford Medical Group 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

Woodford Medical Group 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 from reception.

Final response

Woodford Medical Group 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.

What if you are not Happy with the Outcome

If you are not happy with the explanation provided or the outcome of the investigation, and you have exhausted all other options, you can refer your complaint to:

The Parliamentary and Health Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

or

Citygate
Mosley Street
Manchester
M2 3HQ

Patient Advice and Liaison Service (PALS)

Advocacy support