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

We are continually striving to improve our service and any helpful suggestions would be much appreciated. Please email us at cricklewood.healthcentre@nhs.net.

 

You can also provide feedback through this website by clicking here: Friends and Family Test

We take complaints very seriously. If you would like to make a complaint in person at the practice, please ask to speak to our Assistant Practice Manager.
 

We operate a practice complaint procedure as part of an NHS complaints system and follow national criteria. Complaints should be within 12 months of the incident, or within 12 months of you discovering that you a problem giving as much detail as you can.

 

You can make a complaint in the following ways:

• By calling Reception and asking to speak to the Assistant Practice Manager

• By email to the complaints manager at cricklewood.healthcentre@nhs.net

• By mail to The Complaints Manager, Cricklewood Health Centre, 7 Oaklands Road, London, NW2 6DJ.

 

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

​

We can provide a form to register your complaint, this includes a third-party authority form to enable a complaint to be made by someone else. Please contact Reception if you would like a copy of this form.

​

You can also provide your own format providing as much detail as possible and any necessary third party authority.

​

COMPLAINING ON BEHALF OF SOMEONE ELSE

​

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed - unless they are incapable (because of illness or infirmity) of providing this.

​

WHAT WE WILL DO

​

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 4 weeks of the date it was received.  If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology, if this is appropriate, and take steps to make sure any problem does not arise again.

​

The final response letter will include details of the result of your complaint and your right to escalate the matter further if you remain dissatisfied with the response.

​

TAKING IT FURTHER

​

If you remain dissatisfied with the outcome you may refer the matter to:

​

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

​

Tel 0345 0154033

​

www.ombudsman.org.uk

​

Alternatively, you may contact NHS England at england.contactus@nhs.net

​