Complaints and feedback

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time when they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks. This will enable us to establish what happened more easily.

 If this not possible, please let us have details of your complaint:

• Within 12 months of the incident that caused the problem
• Within 12 months of discovering that you have a problem relating to a specific incident.

Complaints should be addressed to Nana Abban ( Interim Practice Manager/Complaint's Officer) in writing or via email clayhallgroup.practice@nhs.net The reception team can explain the complaints procedure to you. It would be of great help if you would be as specific as possible about your complaint. 

What we shall do

We shall acknowledge your complaint within three working days and aim to have responded to your complaint within 10 working days from the date the complaint was made. If the complaint is more complex (and we need more time to investigate it), we will explain the reason for the extra time taken and confirm by when we expect to respond.

When we look into your complaint we shall aim to:

• Find out what happened and what went wrong
• Make sure you receive an apology where this is appropriate.
• Identify what we can do to make sure that the problem does not happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. Therefore, if you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

From 1 July 2023 the way members of the public make a complaint about GP services to the commissioner has changed and they will now need to contact NHS North East London instead of NHS England.

• Patients can do this by:  

• Telephone - 020 8221 5750 (It will have a voicemail facility for people to leave messages)
• • Email - nelondonicb.complaints@nhs.net
  • Writing to us at;  Complaints Team, NHS North East London ICB, 4th Floor, Unex Tower, 5 Station Street, London E15 1D

Your review must be about a specific experience and not a general view of the NHS or the service as a whole.

Clayhall Clinic

Roding Lane North