Suggestions & Complaints
Want to make a suggestion to the practice?
We aim to provide a high standard of care and service to all our patients. We welcome feedback and take any concerns or complaints seriously, as this helps us to improve the care we provide.
Want to make a complaint?
How to make a complaint
Data Protection Complaints
If your complaint relates to how the practice has collected, used, stored, shared or protected your personal information, or you believe your personal data has not been handled correctly, you should also use the Complaints Form above.
Examples of data protection complaints include:
- You believe your personal information has been shared without your permission.
- You think someone has accessed your medical record without a legitimate reason.
- You are concerned about how your confidential information has been handled.
- You believe your information has been sent to the wrong person.
- You have concerns about your rights under UK data protection legislation.
Our Practice Management team will ensure that your complaint is investigated appropriately and, where necessary, referred to the practice's Data Protection Lead.
Important Information
The Complaints Form should be used for:
- Complaints or formal concerns about the care or service provided by the practice.
- Complaints relating to the handling of your personal information or data protection concerns.
The Complaints Form is not monitored for:
- Appointment requests
- Prescription queries
- Test results
- General enquiries
For non-complaint queries, please contact the practice using the usual contact methods.
Written Complaints
R.Irvine
Partnership Primary Care Centre
331 Camden Road
London
N7 0SL
Our Response
We will acknowledge your complaint within the appropriate timescales and aim to provide a full response as soon as possible, in accordance with NHS complaints procedures.
If your complaint relates to the handling of your personal information, it will be investigated in line with both the NHS Complaints Procedure and applicable UK data protection legislation where appropriate.
How you make a complaint about primary care services is changing on 1 July 2023
From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
Or - You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England.
You can do this by:
Telephone: 020 3198 9743
E-mail: nclicb.complaints@nhs.net
Post: North Central London Integrated Care Board
Complaints Team
Laycock PDC
Laycock Street
London
N1 1TH
If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance.
Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.
Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
If you have any queries, please contact england.contactus@nhs.net
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.
Find out more about how to feedback or make a complaint about an NHS service.
Page created: 27 July 2021
