We aim to provide a high quality service. If for any reason you are not happy with the service provided, complaints can be raised with a member of staff or download our Complaints Procedure and a Complaint Form (DOCX, 21KB). When completed this will be forwarded to the Practice Manager for a response.
You can complain to:
Diane Prescott
Practice Manager
The Trafalgar Surgery
10 Trafalgar Avenue
London, SE15 6NR
Or
NHS England via the complaints manager. You have several options for doing this:
By post
NHS England
PO Box 16738
Redditch
B97 9PT
By email: england.contactus@nhs.net
With ‘For the attention of the Complaints Manager’ in the subject line.
By telephone: 0300 311 22 33 (Monday to Friday 8.00am to 6.00pm, excluding English Bank Holidays)
Making a complaint will not affect your treatment or care in any way
Health Services Ombudsman – Their role in complaints about the NHS
The Ombudsman is completely independent of the NHS and Government. The Health Services Ombudsman is responsible for carrying out the second stage of the NHS complaints process. We can review complaints that have been handled and answered through the local resolution stage. When someone is still unhappy with the outcome of their complaint they can ask the Ombudsman to carry out an independent review.
All complaints that come to them for review should have already been through the local NHS complaints process, which means that issues have been considered and answered by the original service provider. A letter covering the concerns raised will usually have been sent to the complainant by the relevant NHS chief executive.
Address:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Telephone Helpline: 0345 015 4033 (The helpline is open 8.30am to 5.30pm Monday to Friday, excluding public holidays.)
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk
Useful Links
www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service
www.pohwer.net
www.voiceability.org/about-advocacy/types-of-advocacy/nhs-complaints-advocacy
ombudsman.org.uk
www.healthwatch.co.uk/help-make-complaint