Comments & Complaints




Your opinion counts. Please tell us when we get things wrong. You can talk to the Practice Manager or contact her in writing. A copy of the Practice Complaints Procedure is available from reception.


Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working at the practice, please let us know. We have a procedure in place which meets the national criteria set by the NHS.


How to Complain:

We hope that most problems can be sorted out easily and quickly, often at the time 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 three days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint.

  • Within 12 months of the incident that caused the problem OR
  • Within 12 months from when the complaint comes to you notice.

At the practice, the complaints should be addressed to your the Practice Manager – Mr Wajahat Khattak. The Practice Manager will explain the complaints procedure to ensure your concerns are dealt with promptly.


What we shall do:

We shall acknowledge and look into your complaint within 3-5 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation in 21 working days, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  1. Find out what happened and what went wrong;
  2. Make it possible for you to discuss the problem with those concerned,
  3. Make sure that you receive an apology, where this is appropriate;
  4. Identify strategy to make sure the problem does not occur again;
  5. At the end of the investigation your complaint will be discussed with you in detail either in person or in writing.

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 the permission to do so. A note signed by the person concerned will be needed, unless they are incapable (due to illness) of providing this.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

This does not affect your right to approach the NHS ENGLAND, if you feel you cannot raise the complaint with us or you are dissatisfied with the result of our investigation. You should contact.


What you can do next:

We hope that, if you have a problem, you will use our practice complaint procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However this does not affect you right to approach Barnet Clinical Commissioning Group or the Care Quality Commission (CQC – 03000 61 61 61) if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint.

The Patient Advice and Liaison Service (PLAS) based at Barnet Hospital (0208 216 4924) will provide confidential advice and support, guiding you through the different services available from NHS.

You can also contact the NHS Complaints Advocacy Service. This is a national service that supports people who want to make a complaint about their NHS care or treatment. Your local service can be found via the POhWER website

  • Policy Reviewed 12.06.2014
  • Policy Reviewed 13.06.2015
  • Policy Reviewed 01.06.2017
  • Policy Reviewed 29.04.2019
  • Policy Reviewed 05.06.2020