Complaints
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 in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. Any written complaint will be acknowledged within 3 working days, with a response to the complaint within 10 working days.
Should you feel unable to discuss your complaint directly with us, you can contact:
NHS South West London ICB
120 THE BROADWAY
LONDON
SW19 1RH
Tel: 0800 026 6082
Email: contactus@swlondon.nhs.uk
If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and to confirm that they are happy for us to talk to you about it.
Compliments, Concerns, or Comments form
Do you have any comments or concerns that you would like to put to us? Would you like to let us know that what we are doing meets with your approval? Now you can, by completing our new Compliments, Concerns, or Comments form.
Advice on using Artificial intelligence [AI] tools when making a complaint
Parkshot Medical encourages patients to let us know if you have any feedback about the care and service we provide. If you feel you have cause to complain please let us know verbally as in line with NHS England’s complaint guidance, we would like the opportunity to resolve any issues quickly and informally in the first instance. Any member of staff can assist you. However, you can contact the practice directly in writing if you prefer.
Some people choose to use AI to assist them in writing letters or emails. If you do, it will not affect the way the practice manages your complaint and seeks to address your concerns. The practice also recognises that sometimes AI can help people organise their thoughts and what they want to say.
Unfortunately, AI generated complaints can also be:
- Longer and more complicated than is necessary to say what you want to say.
- Use formal or legal language which may make the complaint more difficult to understand.
- Refer to information, such as guidelines, legal rights or responsibilities which are out of date, inaccurate, and not relevant to what has happened to you.
These factors may create delays in responding to your complaint or mean the practice may need to contact you to clarify the points you want to make.
The most helpful complaints are usually in your own words, and tell the practice:
- What happened to you.
- When and where did it happen.
- Who was involved, including any practice staff (the practice will give you this information) and other members of your family and people who support you.
- How did what happened affect you and anyone else.
- What would you like to happen as we seek to address your concerns and resolve
the
matter.
In most cases there is no need to write a long, complicated or formal letter to say this.
If you do use AI the practice recommend you spend time reviewing your letter or email to check that:
- The correspondence accurately reflects what has happened to you.
- Remove any information that is repetitive or not relevant. At this stage it is very unlikely references to the law or national or local guidance will assist in handling your complaint and these can be addressed at a later date if necessary.
The Parliamentary and Health Service Ombudsman oversees complaints within the NHS and has provided the following guidance which may assist you in terms of helping an AI tool understand what you want it to do.
If you do need any support in making a complaint the practice will work with whatever you suggest, such
as family members, carers, or other health or social professionals who help look after you, to assist you,
providing you are happy to share such information with them.
At this stage, copying your complaint to
other organisations, such as NHS England, the GMC or your MP, is unnecessary and may delay the practice’s
response. You can contact any of these organisations, or the Ombudsman, at a later date if this would be
helpful
