If You Have a Complaint

We at Amwell Street Surgery endeavour at all times to give our patients the best possible service. If, despite our efforts, you feel that we have failed in some way to achieve the standards we aspire to, we feel that it is in the best interests of all parties that the matter be brought to our attention.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem.

If you are a registered patient you can complain about your own care, however you are unable to complain about someone else’s treatment without their written authority. Please send your written complaint giving as much detail as you can to the Practice Manager

The Practice Manager or Deputy will acknowledge receipt of your complaint within 2 working days and will aim to have looked into the matter within 10 working days. If for some reason the matter is likely to take longer than this we will let you know.

Before making a complaint you may also approach PALS for help and advice who provide confidential advice and support, helping you to sort out any concerns about the care we provide. They can be contacted at; The Patient Advice and Liaison Service, East & North Herts Primary Care Trust, Charter House, Parkway, Welwyn Garden City, Herts, AL8 6JL. Telephone 01707 361281

If you are not satisfied with the outcome of your complaint you have the option of using either;

• The local mediation service by contacting Hertfordshire Corporate Complaints, West Herts & East & North Herts Primary Care Trust, Charter House, Parkway Welwyn Garden City, Herts, AL8 6JL. Telephone 01707 369697/369702 
  or
• Approaching the Ombudsman by contacting The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
  Telephone 0345 0154033  or visit www.ombudsman.org.uk