(Please note this page is currently being updated 18/03/22)

Complaints

Our aim is to give you the best care we can and to help us achieve this we welcome any constructive comments and suggestion you may have about the services provided at Havergal Surgery. Unfortunately there are times when things do not go to plan and if this is the case please let us know so that the necessary steps can be made to rectify things.

We treat every complaint seriously and aim to resolve the matter in an efficient manner. Please note that all complaints are treated in confidence will not affect your care at the Surgery.

If you wish to make a complaint please fill in the form below or comments to nclicb.havergalsurgery@nhs.net

You are always welcome to speak the Practice Manager; Ms Trudy Galka please call 0208 888 6662 between 2:30pm and 3pm Monday to Friday. 

Complaints Procedure

Patient Complaint Form

Complaints Leaflet

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing. By primary care services we mean GPs, dentists, opticians or pharmacy services. There are two ways you can make a complaint: you can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery. Alternatively, You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. 

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England. You can do this by: Telephone: 020 3198 9743 E-mail: nclicb.complaints@nhs.net Post: North Central London Integrated Care Board Complaints Team Laycock PDC Laycock Street London N1 1TH. 

If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance. Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler. Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler. If you have any queries, please contact england.contactus@nhs.net You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK. Find out more about how to feedback or make a complaint about an NHS service.