Suggestions & Complaints

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please send all suggestions to

  • Email: [email protected]
  • Post: Andover Medical Centre, 270-282 Hornsey Road, London, N7 7QZ

 

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person, or complete the feedback form linked at the bottom of the page.

Want to make a complaint?

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Andover Medical Centre Complaints Procedure

We at Andover Medical Centre are committed to providing the best possible care. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly.

How to Make a Complaint

  1. Initial Step: Speak Directly
    • If possible, speak directly with the staff member involved in your care. Often, issues can be resolved quickly and informally at this stage.
  2. Written Complaint
    • If your concern is not resolved informally, you can make a formal complaint. This can be done by writing to the Practice Manager. You can submit your complaint via email, post, or by filling out a complaints form available at the reception.

Contact Details:

    • Email: [email protected]
    • Post: Andover Medical Centre, 270-282 Hornsey Road, London, N7 7QZ
  2. What to Include in Your Complaint
    • Your full name and contact details
    • The date of the incident or issue
    • Detailed description of your complaint
    • Any relevant supporting documents
    • What you would like to achieve as a resolution
  3. Acknowledgment
    • Upon receipt of your complaint, we will acknowledge it within three working days.
  4. Investigation
    • We will conduct a thorough investigation into your complaint. This may involve reviewing your medical records and speaking to the staff involved.
  5. Response
    • We aim to respond to your complaint within 21 working days. If the investigation takes longer, we will inform you of the delay and provide an estimated response time.
  6. Meeting
    • If necessary, we may invite you to a meeting to discuss your complaint in detail. You can bring a friend or relative to this meeting.
  7. Outcome
    • After the investigation, we will provide you with a detailed response, explaining our findings and any actions we will take to address your concerns.

Further Steps if Unsatisfied

If you are not satisfied with our response, you have the right to escalate your complaint to the following organizations:

  • NHS England
    • Email: [email protected]
    • Telephone: 0300 311 22 33
    • Address: NHS England, PO Box 16738, Redditch, B97 9PT
  • Parliamentary and Health Service Ombudsman
    • Website: www.ombudsman.org.uk
    • Telephone: 0345 015 4033
    • Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

We value your feedback as it helps us improve our services. Thank you for your cooperation and understanding.