Complaints Procedure

Please give us as much information as possible about the nature of your complaint, including what, where and when it happened and wherever possible, the name of any staff member involved in the complaint.

If the complaint cannot be resolved within the practice or if you do not want to speak to a member of our staff, patients can contact the NHS South West London Integrated Care Board by telephone 0800 026 6082, via the NHS South West London website or by post NHS South West London, 120 The Broadway, Wimbledon, London SW19 1RH. 

Time frame for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. Woodcote Medical will respond/acknowledge all complaints within three working days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Woodcote Medical will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Woodcote Medical will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient's healthcare records.

Third party complaints

Woodcote Medical allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from Reception.

Final response

Woodcote Medical will issue a final formal respnose to all complainants which will provide full details and the outcome of the the complaint. We will liaise with you about the progress of any complaint.

Can I take my complaint further?

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to the Parliamentary Health Service Ombudsman (PHSO) at: 

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

or

The Parliamentary Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ 

Further Information

If you need independent advice or support about your complaint, you can contact:

• POhWER Tel: 0300 456 2370
• Advocacy People Tel: 0330 440 9000
• Age UK Tel: 0800 055 6112

The Local Council can also give advice on local advocacy services.

• Lead Partner for Complaints: Dr A Pasha
• Complaints Administrator: Mrs K Burbedge