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Home / Advice & Information / Complaints

Complaints

We always try to give you the best service possible, but there may be times when you feel this has not happened.

Please note that our GP Practice keeps strictly to the rules of medical confidentiality. If you are raising a complaint on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this due to illness or disability.

If you have a complaint about the service you have received from our practice, please let us know. We operate a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Please be assured that if you make a complaint, it is our policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support because of your complaint.

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this time, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If we have not been able to resolve your problem and you wish to make a formal complaint please let us know as soon as possible, ideally within a few days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

We ask that all complaints be put in writing and emailed to (kingscrosssurgery@nhs.net) or posted to the practice (77-83 Chalton Street, London, NW1 1HY). If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem

OR

Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 40 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

 

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. You can contact your local PALS office on 01803 655838 or 0800 0282037.

Independent complaints and advocacy services

If you’re making, or thinking about making, a complaint, you could get free help from an NHS complaints advocate.

An advocate can help you to write a complaint letter and attend meetings with you, but cannot make the complaint for you or give medical or legal advice.

You can get free help from an NHS complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help. Search online for ‘NHS complaints advocacy’ in your area or contact your local Healthwatch to find out who provides NHS complaints advocacy in your area.

Healthwatch is an independent statutory body that helps make sure your feedback is listened to.

Find your local Healthwatch

If you feel you cannot raise your complaint with us, or you are unhappy with the response received from us, you can contact any of the following  bodies:

NHS England
PO Box 16738 Redditch B97 9PT Tel: 0300 3112233

Your local Integrated Care Board

Name: North Central London Integrated Care Board

Email: nclicb.enquiries@nhs.net

Telephone:020 3198 9743

Ombudsman

As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or Following the Link or Textphone (Minicom): 0300 061 4298

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