Your GP surgery is working in partnership with other surgeries in Westminster to make more medical services available to you locally.
These services are delivered on behalf of Central London Healthcare, a local organisation run by all Westminster Surgeries designed to promote joint working and improve the services that patients receive from General Practice.
If you are unsure whether or not you have received a Partnership in Practice service then please check with the Practice Manager at your surgery.
Your feedback will not only ensure that any concerns you have will be property addressed but will help us to improve the service for all patients.
Making a complaint will not put your care at risk or adversely affect your future care.
If you have any comments or are not satisfied with one of the services provided, please contact the GP surgery where you had the service. Patients are encouraged to complete a Patient Feedback form to help the GP surgery fully investigate the complaint; complaints may also be made verbally.
Anyone can make a complaint. You can complain on behalf of a child, or someone who has died. If you have another person’s permission, you can complain on their behalf.
We will require written consent from the patient outlining what the issue is and that you are able to represent them, in order to deal with the complaint.
If the patient is unable to give this consent due to illness or accident, it will still be possible to deal with the complaint. You will need to provide the precise details and circumstances.
Please note that we are unable to discuss any issues relating to someone else’s medical information, unless given express permission in accordance with current data protection legislation.
Once you make a complaint to the Practice Manager or nominated lead at the GP surgery you will receive an acknowledgement within three working days. All complaints will be investigated and the outcome of your complaint communicated to you in accordance with the surgery’s policy.
Your complaint should be made as soon as possible but no later than one year after the incident you want to complain about.
Central London Healthcare will be made aware of all complaints made about the services contained within Partnership in Practice. Your complaint will be used to improve service delivery, for example, by providing further training.
If you are not satisfied that your complaint has been addressed by the surgery then you can complain directly to Central London Healthcare. Further, if for any reason you feel unable to make your complaint to the surgery directly in the first place then you can also make the complaint to Central London Healthcare by writing or emailing:
Central London Healthcare
1b Harewood Row
You can contact Central London Healthcare on 0207 535 8300 or via our website: https://www.centrallondonhealthcare.co.uk/contact-us/patient-feedback/
Your complaint to CLH will be acknowledged within two working days and all complaints will be investigated and the outcome of your complaint communicated to you within 21 working days unless an alternative timescale has been agreed with you.
The Patient Experience Survey has been rolled out to PiP services in our member practices, giving all patients the opportunity to leave feedback on their care and treatment. The feedback gathered through the Patient Experience Survey is being used in CLH and our member practices to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care.
The Friends and Family Test (FFT) is an important feedback tool that allows for people that use NHS services to provide the opportunity to feedback on their experience. Listening to the views of patients and staff helps the NHS identify aspects that work well and that needs improvement.
The FFT asks people if they would recommend the services they have used and offers a range of responses to chose from. The combination of supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience.
This type of feedback is essential in transforming services and supporting patient choice.
Please see attachment to view FFT results per service from April 2018 until March 2019.
Please see attachment to view FFT results from April 2019 until October 2019.