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Suggestions and Complaints

Sharing your positive experiences

If you are happy with the treatment you have had, then please spread the word! We find that the majority of our patients are very happy with our service, but they are not the ones that take the time to complete online feedback. Feel free to give feedback on NHS choices.


Making a complaint

 

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

 

Where you are notable to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you discovering that you have a problem.

 

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. 

 

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the
necessary aspects.

 

Send your written complaint to: Deputy Practice Manager, Tynemouth Medical Practice, Tynemouth Road,London, Tottenham, N15 4RH


What we will do next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.

If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

 

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
 

When the investigations are complete your complaint will be determined and a final response sent to you. Where your complaint involves more than one organisation(e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

 

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.



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