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Lee Health Centre , 2 Handen Road , London , SE12 8NP, Telephone: 020 3049 2180, Fax: 020 3049 2181

 

COMPLAINTS PROCEDURE:- 

There are compliments, comments, and complaints box located at the reception and we invite you to give us feedback on how we are performing and improve our services 

If you have a complaint or concern about the service you have received from a doctor or any member of staff working at Nightingale surgery, please let us know as soon as possible, we will try and resolve this as soon as possible. You can also ask,telephone,make an appointment to see the Practice Complaints Manager, and also we can invite all parties involved to discuss the complaint, and resolve it within the practice.

We operate a Practice Complaints Procedure as part of the NHS system, which meets the national criteria.

If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter

If the complaint is regarding a deceased patient, the next of kin, with proof of ID can apply and the practice will proceed with an investigation.

Ideally you need to make your complaint as soon as possible, but ideally within six months of the incident that caused the problem or within six months of discovering that you have a problem. This will enable us to gather all the information whilst still fresh.  You can register your complaint verbally or in writing to the complaints manager at the surgery

On receiving a complaint it will be acknowledged by the Practice Complaints Manager within two weeks and you will receive a comprehensive reply once our investigation is completed.

When we look into your complaint we will aim to:

  • Investigate the problem with all members of staff concerned
  • Notify you of the outcome of the investigation with a satisfactory explanation
  • Identify the problem with a view to improving the service we offer to our patients

We hope that you will use the Nightingale Complaints Procedure so that we are able to resolve the problem in-house and have the opportunity to improve our service to you.

If you are not happy with the resolution you can contact NHS England as below.

Email: England.contactus@nhs.net          

Tel: 0300 311 2233 

 
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