At Streatfield Health Centre we aim to provide the highest standard of care and service. We welcome feedback from our patients as it helps us improve the services we provide.

If you are unhappy with any aspect of the care or service you have received, please let us know. We will do our best to investigate your concerns fairly and promptly.

How to make a complaint

• In person at reception
• By telephone 020 8927 0259
• In writing by letter to: The Practice Complaints Manager, Streatfield Health Centre, 1 Streatfield Road, Harrow HA3 9BP

Who can make a complaint

• A patient
• A representative acting on behalf of a patient (with the patient’s consent in writing where required)
• The parent or guardian of a child
• Someone acting in the best interests of a patient who lacks capacity

Time Limits

Complaints should normally be made:

• Within 12 months of the event giving rise to the complaint, or
• Within 12 months of becoming aware of the matter

We may still consider complaints outside this timeframe where there is a good reason for the delay and it is possible to investigate the complaint fairly.

What Happens Next?

• We will acknowledge your complaint within 3 working days.
• We may discuss your complaint with you to see if it can be resolved promptly. If this is not possible, we will agree a timescale and method for responding to your complaint.
• We will investigate any concerns raised.
• We will provide a response in line with our findings and any actions taken.

If You Remain Dissatisfied

If you are unhappy with the outcome of your complaint, you may contact:

Parliamentary and Health Service Ombudsman (PHSO) Telephone: 0345 015 4033

The Ombudsman makes final decisions on complaints that have not been resolved locally.

Giving Feedback or Compliments

We also welcome compliments and suggestions about our services. Feedback helps us understand what we are doing well and where improvements can be made.

You can provide feedback:

• In person
• By telephone
• Via the NHS Friends and Family Test

Confidentiality

All complaints are handled confidentially and in accordance with data protection legislation. Making a complaint will not adversley affect the care or treatment you receive from the practice.