Suggestions, Comments and Complaints

We make every effort to give the best service possible to everyone who attends our practice.

In the majority of cases the best way to resolve your concerns as quickly as possible is with the front line staff or the service or organisation that you are complaining about.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Simply contact the Practice Manager preferably in writing via completing the form below and emailing it to: selicb.stationroadsurgery@nhs.net or by completing a complaints form available in surgery.

Complaints form

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

What we will do

The complaints manager will respond to within three business days to acknowledge your complaint. 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.

We try to reply to all complaints as soon as we can, but sometimes it can take up to and over 6 months depending on the nature of the complaint and whether we need to involve our medical legal team. If we need to involve our medical legal team, we sometimes need to share your records that are relevant to the complaint, redacted, with them to help assist with the complaint response. Note: we only send acknowledgements and complaint responses via post to your home address on your records. If there is a delay in responding to your complaint, we will advise you as soon as possible.

We will aim to:

Find out what happened and what went wrong.
Invite you to discuss the problem with those involved, if you would like this
Apologise, where this is appropriate.
Identify what we can do to make sure that the problem does not happen again.

If you feel that the surgery was unable to resolve your issues then you can get in contact with NHS South East London ICB and the contact details below.