Make a Complaint
If you want to complain
We provide a number of materials regarding our complaints process and how to make a complaint. This is outlined on our website and our “How to Make a Complaint” leaflet.
If you are unhappy with our facilities or service we want to know about it as soon as possible so it can be addressed straightaway. You will be offered an initial meeting with either Dr Mark Semler (Registered Manager) or Dr Sheryl Kaplan (Clinical Lead), in person or by phone, in order to ascertain the concern and provide comments and reflection.
Should you not feel that the issue has not been resolved and wish to make a formal complaint, this should be made in writing to Helen Camilleri, Practice Manager. Formal complaints must be in writing (email is acceptable) and the incident concerned must relate to care provided within the last 6 months.
In Writing: Practice Manager, EdgCARE, Rear of 96 Edgware Way, Edgware HA8 8JS
Email: practicemanager@edgcare.net
Your complaint will be passed to the doctors responsible for the day-to-day running of the practice, as they are in the best position to investigate any complaint thoroughly and promptly. They will also respond and take positive action where necessary.
We take all comments and complaints seriously.
We always:
- pass on any praise to the people concerned
- handle complaints in complete confidence
- investigate impartially
- offer a clear and complete explanation
Getting back to you
Acknowledgments will be sent within 2 working days of receiving the complaint. At this stage we will provide you with information describing the complaints pathway and what to expect. We will then reply in full as promptly as we can - usually within 20 working days. If the investigation is still going on after 20 days we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.
An Independent Review
If you are not satisfied with our response, you have the right to ask for an independent review of your complaint. At this stage of the complaints process, the review will be commissioned by EdgCARE. We will respond to you with the outcome of this independent review within a further period of 20 working days.
Next Steps
If, following the independent review, you are still not satisfied with our response you are entitled to seek further external action. You can complain directly to the Care Quality Commission, details below (regulator for hospitals in England) but the commission may decide that the complaint should be reconsidered at practice level first and return it to us for further action.
Care Quality Commission
Tel: 0300 061 6161
Email: enquiries@cqc.org.uk
Phone lines are open Monday to Friday, 8.30am to 5.30pm, excluding bank holidays.