We aim to provide the best care we can to our patients. Where things go wrong or where we fail to deliver the standard of care we aspire to provide, we would like to hear about it. If you have any comments, suggestions, concerns, complaints or compliments about our service please let us know.
Should you have any concerns please do discuss them with a member of staff. Alternatively you can contact Mandy Lawrence, our Practice Manager.
We treat complaints very positively and we are grateful that patients bring concerns to our attention so we can improve our service. We will do our best to resolve your complaint and put things right where things have gone wrong. We will not treat you any differently if you complain. We may implement changes to how we run our practice as a result of your complaint.
We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to complain, we encourage you to let us know as soon as possible. This will enable us to establish what happened more easily.
If you wish to make your complaint verbally please speak to Mandy Lawrence, our Practice Manager. Mandy will discuss the matter with you and try to resolve your complaint by the end of the next working day. If this is not possible or if the complaint is not resolved she will discuss the next course of action and/or the options available with you.
If you wish to make your complaint in writing please use our online complaint form:
complaint form website (updated 09.2021)
or write to us at the following address:
The Heron Practice
John Scott Health Centre
How we will deal with your complaint:
We will acknowledge your complaint in writing within three working days.
Our acknowledgement will detail how we intend to deal with the complaint and a timescale for doing so. We aim to resolve complaints as soon as possible and within 3 weeks.
When looking into complaints we aim to:
Find out what happened and what went wrong
Let you know the outcome in writing
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the problem doesn’t happen again
Feedback to the practice team, where this is appropriate
Let you know how we have changed practice procedures as a result of your complaint, if this has taken place
The staff who deal with complaints and timescales:
Our practice manager, Mandy Lawrence oversees all the practice complaints. Dr Mareeni Raymond is the Lead GP Partner for complaints.
We aim to resolve complaints within 3 weeks. Patients will be kept informed of any delays.
Complaining on behalf of someone else:
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Concerns or complaints about a hospital, mental health or community trust should be raised with the organisation directly.
We hope patients feel able to raise any concerns or complaints they may have with us directly; however complaints can be raised with the NHS England Complaints Team if preferred. The contact details are:
NHS England Complaints Team
PO Box 16738
Telephone: 0300 311 22 33
If you are dissatisfied with our response:
If you are not satisfied with our attempt to resolve your complaint you have the right to ask for an independent review through the Parliamentary and Health Service Ombudsman (PHSO). This must be done within 12 months of this response letter. The contact details are:
Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
Fax: 0300 061 4000.
Further advice and support:
Healthwatch Hackney – Hackney’s health and care watchdog
Telephone: 020 3960 7458
The Advocacy Project – the Independent Health and Care Advocacy Service for Hackney
Telephone: 020 3960 7920