The Caversham Group Practice

Committed to providing quality NHS Care
0207 428 5700

Suggestions & Complaints

Practice Complaints Procedure

We  try to provide you with the best possible service, but recognise that occasionally things can go wrong. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated.

How To Complain

We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at the most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • within six months of the incident that caused the problem or;
  • within six months of discovering that you have a problem, provided this is within twelve months of the incident.

Complaints should be addressed to the Practice Manager, or any of the doctors. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Click here to download our complaints leaflet.

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss this problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

Complaining On Behalf Of Somebody Else

We have a duty of confidentiality to all our patients.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.This would usually  mean obtaining writtent authority from the patient concerned.

Camden CCG

We hope that if you have a problem, you will use our practice complaints procedure. We believe that this gives us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach Camden CCG, if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. For further advice, you should contact:

NHS England
PO Box 16738
Reddich
B97 9PT
Tel: 0300 311 22 33