If you have a comment, concern or complaint about any staff member or aspect of service then please let us know. View our Complaints Leaflet for more information.
How to complain
We handle complaints in line with the NHS complaints procedures.
Every patient has the right to make a complaint about the treatment or care they have received at Surrey Lodge Group 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.
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the complaints manager, Kate Johnson, Practice Manager but note this may need to be a booked appointment.
A complaint can be made verbally or in writing. A complaints form is available from our website.
Additionally, you can complain via email to slgp.reception@nhs.net.
There are some time limits for reporting any issues. Complaints should be reported within twelve months of the incident, or within twelve months of becoming aware of the incident.
Please be as precise as possible when documenting your complaint. Vague statements such as “they were rude on the phone” are very difficult to investigate or evidence afterwards. Give examples of things that were said that you considered to be rude.
What we will do
We must acknowledge receipt of your correspondence within three working days of receiving it.
Our acknowledgement will offer you the opportunity to discuss how we will handle your complaint and provide the date by which we will respond in full. We will investigate all complaints effectively and in conjunction with extant legislation and guidance. Our investigation will allow for the following points.
- To find out why the incident occurred and how.
- To make it possible for you to discuss the complaint with those concerned if you would like this.
- To provide an apology if and when appropriate.
- To inform you of our plans to prevent similar incidents occurring in the future.
We 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.
Complaining on behalf of someone else
Please note that we are unable to divulge patient details to any third party without prior written consent of the patient.
Therefore if you are complaining on behalf of someone else, you must provide a letter of authorisation from the person concerned, unless they are incapable of doing this (eg due to illness). If you cannot provide consent then please contact us for advice.
Complaining to someone outside the practice
We hope that you will use our internal complaints procedure and allow us to resolve your complaint. If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Manchester – NHS GM
Manchester Feedback and Complaints Service, PO Box 532, Town Hall, Manchester. M60 2LA
Phone: 0161 953 8388
Email: nhscomplaints@manchester.gov.uk
Further action
If you are dissatisfied with the outcome of your complaint from either or Greater Manchester ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Phone: 0345 015 4033
Website: www.ombudsman.org.uk