The Primary Care Centre, Hawstead Road, Catford, London, SE6 4JH
Tel: 020 7138 7150 Fax: 020 8690 7185 Text: 07800 009 656
Monday & Wednesday: 8am-8pm Tuesday, Thursday & Friday 8am-6.30pm
Phones open from 8am and transfer
to SELDOC at 6.30pm.
SELDOC: 020 8693 9066
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Making a complaint
If you have a complaint or concern about the service you have received at the practice please do let us know.
We always hope that most problems can be resolved easily and quickly at the time they arise and with the person concerned. If your problem cannot be dealt with in this way and you still wish to make a complaint, we would like you to inform us of the problem as soon as possible, ideally writing within the following few days as this will enable us to establish what happened more speedily.
If it is not possible for you to do this, then we would require you to leave us with details of your complaint either within 6 months of the incident or within 12 months of discovering a problem.
What will happen to your complaint?
We shall acknowledge receipt of your complaint within 10 working days. We shall then be in a position to offer you an explanation or a meeting with the people or person involved.
When looking into complaints, we aim to:
Discover what happened and what went wrong.
Make it possible for you to discuss the problem with those concerned, if you would like this.
Make sure that you receive an apology, where appropriate.
Identify what we could do to prevent such a problem from happening again.
Complaining on behalf of someone else
Please, note that we strictly keep to the rules of medical confidentiality.
If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A signed letter of authority by the person concerned will be required, unless they are incapable (due to illness) of providing this.
Practice Manager Contact Details
You can address your compliment / complaint or suggestion to our Assistant Practice Manager:
Ms Mia La Belle
Rushey Green Group Practice
Primary Care Centre
Catford, SE6 4JH
Or email her: firstname.lastname@example.org
You can also complain to NHS England via the complaints manager by telephone on: 03003112233 email: email@example.com
By using the practice's complaints procedure (which meets national NHS criteria for dealing with complaints), we believe this will give us the best chance to resolve the problem, prevent it from re-occurring and provide us with an opportunity to improve the practice.
However, this does not affect your right to approach the Lewisham Primary Care Trust if you feel that you cannot raise your complaint with us, or if you are left dissatisfied with the result of our investigations.