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Formal Complaints Procedure
ComplaintsCompliments


Willow Tree Practice Complaints Procedure
Wherever possible, you should tell someone close to the cause of your complaint - a doctor, nurse, receptionist, or manager, for example and as soon as possible. In most cases, it should be possible to sort out the problem straight away. We all make mistakes and we'll be try and make amends as soon as we can.

If you are still unhappy you may make a formal complaint verbally - in person or by telephone - or in writing, by letter or e-mail. It would be useful if you had an outcome you wished to achieve.

Complaints should be made within 12 months of the incident or the incident coming to your attention.

You may complain about something concerning you or someone else; however, if it involves another person we'll need their signed consent to respond as it will involve confidential information.

The person responsible for handling complaints is the Practice Manager.

• Your complaint will be acknowledged within 3 days either verbally or in writing.
• The Practice Manager may need to speak to you to clarify certain aspects; often a meeting is helpful at this stage.
• The matter will be discussed with members of the team involved and after suitable investigation a response will be made.
• You may be offered a meeting or a full written explanation of what happened.
• The complaint will be investigated and answered as soon as we can - the official NHS timescale is "within 6 months" but usually is within a few weeks. You should be given an indication of the likely time,
which depends on the complexity of the matter.

If you are still not happy with the outcome of this Local Resolution process, you may apply to the Parliamentary and Health Services Ombudsman, who is independent of the NHS and government. Call 0345 015 4033

If you need advice or help making your complaint you can contact
Brent Healthwatch or the Independent Health Complaints Advocacy Service (Tel 0203 553 5060 Email LondonIHCAS@pohwer.net)

Wider NHS Complaints Procedure
This is to help you if you wish to make a complaint about any aspect of the wider NHS (i.e. hospitals or clinics, not Willow Tree Family Doctors), NHS Choices has details.

• As above, wherever possible, you should tell someone close to the cause of your complaint - a doctor, nurse, receptionist, or manager, for example. In many cases, it should be possible to sort out the problem straight away.
• If you don’t want to talk to someone who has been involved with your care, you can write to or telephone a complaints manager. All NHS hospital trusts and Clinical Commissioning Groups (CCGs) - for community services- have a complaints manager who can advise you. GPs, dentists, opticians and pharmacies should also have someone who oversees their complaints procedure. If you are not sure who to contact, get in touch with your local CCG, phone NHS 111 or ask at the surgery.
• You can ask the Patient Advice and Liaison Services (PALs) office at the hospital trust or CCG for information and help on using their complaints procedure.There is also a
PALS national website. Alternatively, you can telephone NHS 111 for advice.

If you are still not happy with the outcome of this Local Resolution process, you may apply to the Parliamentary and Health Services Ombudsman, who is independent of the NHS and government. Call 0345 015 4033

If you need help dealing with your complaint, try
The Independent Complaints Advocacy Service (ICAS) is a national service that supports people who wish to make a complaint about their NHS care or treatment. Contact your local ICAS office: Tel 0203 553 5060 Email LondonIHCAS@pohwer.net .

Compliments
Whilst the need to complain may sometimes arise, we really do appreciate compliments as well - especially for our hard-pressed staff who have a very stressful and difficult job trying to be as efficient as possible whilst balancing the individual needs of people against the running of a busy and surprisingly complex organisation. Compliments can make all the difference and are always passed on to the individual concerned (anonymously if you prefer). You can offer a compliment by any route - F2F, to the Practice Manager, in writing or by email here or on NHS Choices website