CHRISP STREET HEALTH CENTRE COMPLAINTS PROCEDURE
If you have a complaint or a problem and think that things should not have happened the way they did. We are sorry for your distress.
Please tell us what has happened.
If something has gone wrong it is very important that we know about it.
Tell us when mistakes occur so that we can apologise, but also to make sure that we learn from our mistakes and stop things going wrong.
This will also give us an opportunity to improve and/or change our services.
How to let us know
Tell us if you are not happy with any part of the service.
Many patients just tell one of the Practice team about their problem and we will log it and do out best to learn from it.
If your problem feels more serious or where you want to know exactly what happened, we will ask you to put it in writing.
If this is difficult for you, please speak to the Deputy Practice Manager or Practice Manager.
Once you have made a complaint in writing we will get back to you within three working days.
This will be done in writing or via the phone, to acknowledge how we are dealing with it.
After this, we usually arrange a meeting to go over the problem.
We are more than happy if you wish to bring someone with you to the meeting for support (a relative, friend or advocate).
At the meeting we hope to agree how best to sort out and if necessary apologise for and document the problems.
Other ways of getting help
There are other people to contact if you have a complaint. You do not have to complain to us first, but we hope that you will feel free to approach us.
You can also call:
Customer Contact Centre
PO Box 16738
Tel: 0300 311 2233
East London Mental Health PALS
0800 783 4839 (Free phone)
Barts Health including Community Services
020 7363 9292
If your complaint cannot be resolved locally, your case can be resolved by the Health Ombudsman.
REMEMBER: it is a huge help to us if you let the Practice know if you have a complaint or a compliment.