Complaints Procedure

Talk To Us

Every patient has the right to make a complaint about the treatment or care they have received at Hampton Medical Centre.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able our services and patient experience.

Who To Talk To

Most complaints can be resolved at a local level. Please speak to member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaints manager, Anisha Amin, Practice Manager.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS Commissioning Board investigates your complaint.
Telephone: 020 8221 5750 or Email: [email protected]
In writing:
Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA
Independent Advice and Advocacy Support:
You can get free support, at any time, from your local independent complaints advocacy service. The details are as follows:
Redbridge and Waltham Forest:
This service is provided by Voiceability, an Independent Complaints Advocacy Service. You can contact them by:
Telephone: 0300 303 1660
Voiceability can help write letters and present your case, if needed.
Barking & Dagenham, and Tower Hamlets
This service is provided by POhWER, an Independent Complaints Advocacy Service. You can contact them by:
Telephone: 0300 456 2370
Text: Send ‘pohwer’ with your name and number to 81025
POhWER can assist in writing letters and helping you present your case.
Hackney
This service is provided by the Hackney Advocacy Service. You can contact them by:
Telephone: 0300 7900 559
There is also an option for online referrals.
Havering
This service is provided by The Havering Integrated Advocacy Service. You can contact them by:
Telephone: 020 7510 1081 / 01708 5606600
They can assist with writing letters and presenting your case, if necessary.
Newham
This service is provided by Healthwatch Newham NHS Complaints Advocacy Service. You can contact them by:
Telephone: 020 3828 8245
Email: [email protected]

Time Frame For Complaints

The time constraint on bringing a complaint is 12 months form 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.

The complaints manager, Anish Amin will respond to all complaints within three business 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

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

Confidentiality

Hampton Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third Party Complaints

Hampton Medical Centre allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them todo so. A third party patient complaint form is available from reception.

Final Response

Hampton Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

Further Action

If you’re dissatisfied with the outcome of your complaint from either NHS England of this organisation then you can escalate your complaint to:

Parliamentary Health Service
Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP

Tel: 0345 015 4033
www.ombudsman.org.uk

Advocacy Support

  • POhWER Support Centre can be contacted via 0300 456 2370
  • SeAp Advocacy gives advocacy support on 0330440 9000
  • Age UK on 0800 055 6112
  • Local Council can give advice on local advocacy services