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Do you know how to make a complaint or a compliment?

Posted on: 25 February 2022

The GP Care Group is working hard to ensure that our services are of a very high standard, and value your feedback about your experiences of using our services. As an organization we are constantly looking for ways to improve our services and hearing your comments, praises and complaints will help us to do this. 

How do I make a complaint, compliment, or suggestion?

You can do this in several ways, such as writing to us by email, talking to a service member, contacting a Patient Advice & Liaison Services (PALS) or by completing one of our GP Care Group surveys. 

What to expect when making a complaint?

In the rare circumstance that you need to make a complaint, we have procedures in place for you to do so. Anyone who is concerned about their care can make a complaint. If you cannot make the complaint yourself, you can ask a friend or relative to make the complaint on your behalf. 

It is often possible to sort out the complaint straight away by talking to a member of staff who will try to resolve the complaint. If they are unable to help or you feel that the complaint has not been dealt with adequately, you may wish to take the complaint further. Be assured that your complaint will not affect your care in any way. 

Write to us by emailing: [javascript protected email address], and we will send an acknowledgment within three working days. Alternatively, you can phone 0208 148 3952.

We may need to speak to staff and look at your records as part of the investigation. This is completed in confidence, and nothing will be recorded in the service users' records about the complaint. We may also need to speak to you as part of the investigation.   

Independent Complaints Advocacy Service (POhWER)   

This service is a free and confidential service independent to the NHS. The Independent Health Complaints Advocacy Service can help individuals make a complaint about any National Health Service, including NHS hospitals, GPs, Ambulance Services, District Nurses, Mental Health Services, Dentists, Pharmacists or Opticians. 

The service is experienced in supporting people with additional communications needs including those who speak English as a second language. 

You can seek advocacy support with an NHS complaint by contacting the service in the following ways: 

Helpline: 0203 553 5960 


Email: [javascript protected email address]

Click here for more information about how you can make a complaint, compliment or suggestion.