Feedback
Each site has a feedback form on the website and complaints inbox where patients can provide feedback. This is distinct from the formal complaints procedure detailed below.
- You can provide feedback to our Patient Experience Manager if the patient didn’t want to provide it through the online form themselves
- Any positive feedback can be directed to Google Reviews & NHS Reviews. Complaints & negative feedback should never be forwarded to these routes, so they can be handled in a constructive way.
Complaints
If our patients are not happy with their treatment, or any other matter connected to their care, they are welcome to make a complaint.
Giving our patients the opportunity to voice their concerns or frustrations is important.
- Firstly, so they can express how they’re feeling.
- Secondly, although it may feel difficult to receive complaints or suggestions to improve our services, it is overall beneficial for us to receive feedback that could lead to us providing better quality care to patients.
How to deal with complaints
All complaints must be taken seriously and dealt with quickly and sympathetically, however minor they appear to be.
- If a patient wants to make a complaint, you should first try to resolve this issue with them directly.
- If you can’t resolve the issue with the patient, or don’t feel comfortable trying to resolve the issue with them directly, reach out to your Line Manager to help support you.
- If they ask your details, only provide your first name.
- If a patient makes a complaint to you, either about yourself or another staff member, you should inform your Line Manager even if the issue is resolved.
- If the patient wants to make a formal complaint, you should direct them to our Patient Experience Manager via the Complaints page on your site’s website, which contains all of the relevant contact details and more information about how their complaint will be dealt with.
- If the patient is vulnerable or otherwise unable to access our Complaints page, offer to convey their message to the Patient Experience Manager on their behalf, or offer their phone number (☎️ 020 3827 4939) so that the matter can be dealt with promptly.
- Complaints should be acknowledged within 2 working days, with a response within 30 days.
Site | Complaints Email Address |
PR & MW | |
KF & SD | |
KH | |
DF | |
LMC | |
NG |
Complaint escalation
Complain to SEL ICB
After complaining to us, patients can contact the ICB’s Patient Experience Team.
Email: contactus@selondonics.nhs.uk
Tel: 0800 328 9712 or 0208 176 5337
For more information, see the SELICB website
Ombudsman
If the patient is unhappy with our, or SEL ICB’s response, they can contact the Health Service Ombudsman.
Recent changes mean they only handle more serious cases.
There is an online tool which patients can use to check if their complaint would be considered. Find it here - if appropriate, the complaint form can also be found there.