Feedback and Complaints

Our aim is to provide the highest level of care for all our patients.  We hope that you will be happy with the service you receive. If you have any concerns you’d like to discuss please speak to Julie Butler, Patient Services Manager, who will be pleased to deal with your complaint in person. If she is not on duty please leave your details with Reception so that she can contact you.

We hope that most problems can be sorted out quickly and easily at the time they arise. If your problem cannot be sorted out this way, or you wish to make a complaint later, please let us know as soon as possible, ideally within a few days. This will enable us to establish what happened as accurately as possible. A complaint should be lodged not later than 12 months after the date of the incident complained about, or within 12 months of the date on which you became aware that you had cause for complaint.

You may prefer to complain in writing. Please give as much relevant information as possible regarding the complaint. Address your letter to Julie Butler, Patient Services Manager, who will be your contact throughout the investigation of your complaint. She will make sure your concerns are dealt with as promptly as possible.

Your letter will be acknowledged within three working days. The complaint will be investigated with the people concerned, because our aim is to find out what went wrong and make sure the problem does not occur again.  We hope we will then be in a position to offer you an explanation within an agreed timescale.

If you would like an opportunity to meet with the people concerned we will arrange this for you.

We regret that you may feel the need to complain but if that happens we hope that you will make use of Hillview Surgery’s Complaints Procedure. We believe this is an opportunity for us to improve the service we offer our patients. However this does not affect your right to approach other organisations if you feel you cannot raise your complaint with us. If you are not happy with the outcome, you are able to contact one of the following organisations who will help you look into your complaint further:

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known.  Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.  

Please leave feedback online or send your written complaint to:

  • Julie Butler, Patient Services Manager, Hillview Surgery, 179 Bilton Road, Perivale, Greenford, UB6 7HQ

We regret that you may feel the need to complain but if that happens we hope that you will make use of Hillview Surgery’s Complaints Procedure. We believe this is an opportunity for us to improve the service we offer our patients. However this does not affect your right to approach other organisations if you feel you cannot raise your complaint with us. If you are not happy with the outcome, you are able to contact one of the following organisations who will help you look into your complaint further:

  • VoiceAbility is the NHS Complaints Advocacy who offer support to complainants if needed. Please call their helpline: 0300 330 5454 or email nhscomplaints@voiceability.org For more information visit: www.nhscomplaintsadvocacy.org
  • A Conciliation Service is offered by PALS: Please call: 020 7566 2324/2325 or email pals@moorfields.nhs.ukFor PALS advice regarding formal complaints: Please call: 020 7566 2054 or email complaints@moorfields.nhs.ukPost to: Moorfields Eye Hospital NHS Foundation Trust, 162 City Road,                London EC1V 2PD
  • You also have the right to ask for an independent review of your complaint through the Parliamentary and Health Service Ombudsman (PHSO) if you are not satisfied after Local Resolution is completed. Please call: 0345 015 4033 or email phso.enquiries@ombudsman.org.ukPost to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Complaining on Behalf of Someone Else

We keep to strict rules of medical and personal confidentiality.  If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.   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 precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality 

All complaints must be treated in the strictest confidence.  

Where the investigation of the complaint requires consideration of the patient’s medical records, the Patient Services Manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The practice must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from patients’ medical records.

The practice has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.