Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

Complaints policy

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. 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 not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.

The period for making a complaint is normally:

  • 12 months from the date on which the event which is the subject of the complaint occurred
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

If you are a registered patient, you can complain about your own care.

Complaints can be sent in writing to:

Evergreen Surgery
Evergreen Primary Care Centre
1 Smythe Close
Edmonton
N9 0TW

Evergreen Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whoever you feel most comfortable with, your GP, our practice manager or our reception staff will be happy to help.

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can ask for a copy of our complaints procedure and complaints form. For more general comments and suggestions, please use the suggestions box in reception.

Alternatively, you can complain to NHS England.

Phone
0300 311 22 33 – Monday to Friday 8am to 6pm, excluding English bank holidays.

Email
england.contactus@nhs.net

Address
NHS England
PO Box 16738
Redditch
B97 9PT

For further details about how to make a complaint to NHS England please visit the NHS England website: www.england.nhs.uk

If you remain dissatisfied with the outcome, you may refer the matter to:

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

Phone
0345 0154033

Website
www.ombudsman.org.uk

You may also wish to contact NHS North Central London Integrated Care Board (ICB).

Email
nclicb.complaints@nhs.net

Phone
020 4515 1448

By post
NHS North Central London ICB, Complaints Team, 2nd Floor, Laycock PDC, Laycock Street, London, N1 1TH

Website
www.nclhealthandcare.org.uk

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.