Little Venice Medical Centre Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the practice, please let us know. We operate a practice complaints procedure as part of the wider NHS complaints system. Yakup Seyer , Practice Manager, is responsible for ensuring that complaints are dealt with in line with the regulations.

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 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 details of your complaint:

• within 12 months of the incident which caused the problem; or
• Within 12 months of discovering that you have a problem or of the incident.

Of course we will still investigate a complaint if you have good reasons for not being able to do so and if it is still possible to investigate effectively and fairly despite the delay.

Complaints should be addressed to Yakup Seyer, Practice Manager, or Dr Nicholas Collinson if you would prefer. Alternatively, you may ask for an appointment with Yakup Seyer in order to discuss your concerns. He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint in writing within three working days and we will offer you a meeting with Jeanette to discuss the matter. At this meeting we will agree together how the complaint should be managed, the length of time it may take to investigate the issues and when you can expect to receive a final written response. When we look into your complaint, we shall aim to:

• find out what happened and what went wrong;
• make it possible for you to discuss the problem with those concerned, if you would like this;
• Keep you informed of the progress of the investigation
• make sure you receive an apology, where this is appropriate;
• Identify what we can do to make sure the problem doesn’t happen again.

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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. If your complaint is on behalf of a child please ensure that this is communicated clearly in your complaint.

For information about the NHS complaints procedure please visit:

NHS England » Feedback and complaints about NHS services

You can contact an independent complaints advocacy service

Called HealthWatch,as they are experienced in supporting people with complaints about the NHS.  Further information about HealthWatch can be found:

Find your local Healthwatch | Healthwatch

If you are unhappy with the response you have been given, and want

an independent review of the complaint please write to

 the Health Service Ombudsman for England, Millbank Tower, Millbank, London

SW1P 4QP. Alternatively you can contact NHS England, PO Box 16738, Redditch, B97 9PT,  T0300 311 22 33  email England.contactus@nhs.net