What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our services.
However this does not affect your right to approach NHS Bromley if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. Please contact: -
Complaints Manager at Bromley PCT, PALS and Complaints Service, Bassetts House, BroadwaterGardens, Orpington, BR6 7UA
Tel: 0800 389 5118
Email:
You can also contact the Independent Complaints Advocacy Service, who will be able to help and support you with your complaint. They can be contacted on: 0845 120 3784
If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Healthcare Service Ombudsman.
They can be contacted as below: -
Telephone 0345 015 4033
Fax 0300 061 4000
Or by writing to The Parliamentary and Health Service Ombudsman
MillbankTower, Millbank, London, SW1P 4QP
Further details can be found on their website at: -
Help us get it right
We constantly strive to improve the services we offer.
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better
SUMMERCROFT SURGERY
Complaints Procedure
Dr J H L Bailey, Dr J W Brennan, Dr M I M Davis,
Dr M A Essop,Dr J Palin, Dr R J White
Starts Hill Road, Orpington, Kent, BR6 7AR
Telephone: 01689 861098Fax: 01689 852165
Monday to Friday 8.00am – 18.30pm
Evenings, weekends and Bank Holidays, please call
020 8676 3263
Making a complaint
We welcome feedback about our services, so please do let us know if you have any complaints, concerns or compliments about our services or the staff who work here.
We hope that most problems can be sorted out right away with our staff so please do let us know if there are any improvements we can make.
If your problem can’t be dealt with right away and you want to make a complaint, please let us know as soon as possible as this will help us find out exactly what has happened and put it right straight away. If you can’t complain right away, please let us have your complaint within 12 months of the incident, or within 12 months of discovering that you have a problem.
You should address your concern to Charlotte Blyth, our Practice Manager. She will be pleased to deal with any complaint.
She will explain the procedure to you and make sure your concernsare dealt with promptly.
You can make your complaint:
In writing – most complaints are easier to explain in writing.
Please give as much information as you can and tell us what you would like us to do to put it right. You need to send your complaint to Charlotte Blyth, Practice Manager.
We also have pre-printed forms available at reception if this is easier for you.
In person – ask to speak to Charlotte Blyth, Practice Manager to arrange a mutually convenient time.
What we will do
Our complaints procedure is designed to resolve your complaint as quicklyand as fairly as possible.
We will acknowledge your complaint within 4 working days. We aim to look into your complaint, and report back to you, within 10 working days of receiving it. We will then write to you and give you an explanation, and/or an apology and/or a meeting with the people involved.
If you are not happy with the way your complaint has been dealt with we will let you know how you can take it further.
Complaining on behalf of someone else
There are very strict rules about 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. Please ask our reception staff for the 3rd party complaints form, which will need to be signed by the patient before making a complaint.
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.
For help with making a complaint please contact
Independent Complaints Advocacy Services (ICAS)
0845 120 3784
You can also contact PALS at Bromley PCT at Bassetts House, BroadwaterGardens, Orpington, BR6 7UA
T: 0800 389 5118E: