Patient feedback including making a complaint

The London General Practice is committed to providing a high quality independent patient-centred healthcare service which is delivered in a prompt, safe and appropriate manner. We welcome all feedback. The Practice uses a variety of methods to collect patient feedback including contactless patient satisfaction surveys on iPads, and internet feedback forums.

Occasionally patients may wish to raise a concern about some aspect of the healthcare service.

If you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of the Practice Manager as soon as possible, preferably before you leave the premises. The Practice Manager will endeavor to make every effort to resolve your issue immediately.

If your concern is not resolved to your satisfaction, you will be advised on the process to make a formal complaint. Our complaints procedure ensures that your complaint is dealt with confidentially and as quickly as possible.

All written complaints are to be addressed to Lowenna Humphries, The Practice Manager and emailed to the following address:

Lowenna@thelondongeneralpractice.com
Cc info@thelondongeneralpractice.com

Please describe your experience as fully as you can, including the following information:

  • what you are unhappy about
  • when the incident took place
  • what practice staff were present at the time

Written complaints

All written complaints will receive a written acknowledgement of their complaint within two (2) working days from the Practice Manager, unless a full reply can be sent within five (5) working days.
Complaints will be dealt with as per Policy 21, Care Quality Commission, Fundamental Standards, Complaints.

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