Stroud Green Medical Clinic aims to provide patients with the best possible care at all times.
We value and welcome your feedback. Therefore if you have any compliments, comments, concerns or complaints about our Practice we want to hear them.
Want to make a suggestion to the practice?
Your comments and suggestions are important to us, please send all suggestions to:
Email: stroudgreenreception@nhs.net
Post: Stroud Green Medical Clinic, 181 Stroud green road, London N4 3PZ
How to Make a Complaint
We make every effort to give the best service possible to everyone who attends our practice.
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.
If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly.
Initial Step: If possible, speak to the practice regarding your concerns. Often, issues can be resolved quickly and informally at this stage.
Written Complaint: If your concern is not resolved informally, you can make a formal complaint. This can be done by writing to the Complaints Manager.
You can submit your complaint via email, post, or by filling out a complaints form available at the reception.
Complaints Manager
Name: Ramune Cerkesiene
Email: ramune.cerkesiene2@nhs.net
Full complaints procedure: Click Here
If you are unable to write a complaint you may contact the below advocacy service to support you:
Free Independent Advice and Advocacy Support for Islington
Telephone: 0300 790 0559 (option 2)
Email: candy@rethink.org
In all cases, complaints will be dealt with as swiftly and as fairly as possible.
We will acknowledge receipt of a complaint within three working days and a response letter with the outcome of our investigation will be sent within 20 working days. If we are unable to complete our investigation within this period, we will agree an alternative timeframe with you.
From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
You can complain to the GP Practice (on the above contact details)
Or
You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England.
You can do this by:
Telephone: 020 3198 9743
E-mail: nclicb.complaints@nhs.net
Post: North Central London Integrated Care Board
Complaints Team
Laycock PDC
Laycock Street
London
N1 1TH
If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance.
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.
Find out more about how to feedback or make a complaint about an NHS service.
Where to go for further independent advice:
We hope that if you have a problem, you will use our practice complaint procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach an independent advisor if you feel you cannot raise your complaint with us, or you are unhappy with the results of the investigation.
What if you’re still not happy?
If you’re unhappy with the result of your complaint you can appeal to the Parliamentary and Health Service Ombudsman. This cannot be your first port of call. You must first complain to either the GP Practice or to NHS England. The Ombudsman can only help if;
- The GP Practice or NHS England have finished looking at your complaint
- Or your complaint has not been resolved after 6 months
Parliamentary and Health Service Ombudsman
By law you need to contact the Ombudsman within a year of the incident you are complaining about.
We value your feedback as it helps us improve our services. Thank you for your cooperation and understanding.
