Further Information

Our Policies

Patient Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act.

Complaints Procedure

Click here to download our complaints procedure leaflet (.pdf)

Making a Complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

Within 12 months of the incident, or within 12 months of you discovering that you giving as much detail as you can. 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. See the separate section in this leaflet. We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.

Send your written complaint to:
Practice Manager, Ritchie Street Group Practice, 34 Ritchie Street, London, N1 0DG
Tel: 020 7837 1663

What We Do Next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days of receiving the complaint, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

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

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. Please ask at reception for the Complaints Form which contains a section for this purpose.

Where the patient is incapable of providing consent due to illness or Accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Under some circumstances, we will require a solicitor’s letter stating that you have been granted the power of attorney to deal with the health matters of the patient.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

If you are dissatisfied with the outcome

You have the right to approach the Ombudsman if you wish to appeal against any decision we make. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
Email: enquiries@ombudsman.org.uk

If you do not want to complain to us directly, you can also make a complaint to:
NHS England
P O Box 16738
B97 9PT
Tel: 0300 311 22 33 
Email: england.contactus@nhs.net

Freedom Of Information - Publication Scheme

Under the Freedom of Information Act the practice has a Publication Scheme. A Publication Scheme is a guide to the 'categories' of information the practice intends to routinely make available, such as having access to your medical records. This scheme is available from reception.

Zero Tolerance

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service. Our staff have the right to do their work in an environment free from violent, threatening and abusive behaviour and everything will be done to protect that right.

If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

Useful telephone numbers and links

Out of hours
NHS 111: 111

Hospitals
Whittington: 020 7272 3070
UCH: 0845 1555000

Websites

www.cancercare.org.uk
Cancer Care: a local charity dedicated to the support of cancer patients, their families, their carers, and those bereaved by cancer.

www.library.nhs.uk
National Library for health: library of electronic health resources intended to act as a source of authoritative evidence and best practice to support health care in the NHS.

www.patient.co.uk
Patient self help information: details of 1800+ UK patient support organisations and self help groups, including selected internet links to information about benefits, grants, and financial help.

www.womens-health.co.uk
Women's health: UK-based site by an Obstetrician/Gynaecologist, containing detailed information on pregnancy complications, miscarriage, infertility and other health topics.

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34 Ritchie Street, London, N1 0DG
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