Chrisp Street Health Centre

100 Chrisp Street, Poplar, London E14 6PG - Tel: 020 7515 4860

CHRISP STREET HEALTH CENTRE COMPLAINTS PROCEDURE

If you have a complaint or a problem
Angry, hurt, distressed?  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 on the attached form.  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:
 
Patients Advice and Liaison Service (PALS) and Complaints Department
NHS East London and the City
Clifton House
2nd Floor
75-77 Worship Street
London
EC2A 2EJ
Tel: 020 7683 2717
Freephone: 0800 389 3093
Fax: 020 7375 0432
E-mail:This email address is being protected from spambots. You need JavaScript enabled to view it.
 
East London Mental Health PALS – 0800 783 4839 (Free phone)
 
Barts &The London PALS – 020 8223 8021
 
Independent Complaints Advocacy Service (ICAS) – 0300 456 2370 or visithttp://www.powher.net
If your complaint cannot be resolved locally, your case can be resolved to 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
 

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.

 

CLICK HERE TO DOWNLOAD OUR COMPLAINTS FORM

 

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:
NHS England

Customer Contact Centre

PO Box 16738

Redditch

B97 9PT
Tel: 0300 311 2233
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

East London Mental Health PALS
0800 783 4839 (Free phone) 

Barts Health including Community Services
020 7363 9292

NHS Complaints Advocacy Helpline - 0300 330 5454 or email:This email address is being protected from spambots. You need JavaScript enabled to view it.

Independent Advocacy - 0300 456 2370

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.