Contacting the PCN
Contacting us is as simple as contacting your surgery. The administration/reception team there will be able to forward your compliments, queries and complaints to us at Wandsworth PCN, and then we can respond directly to you. In the first instance, the Operations Manager and his team will reply.
Wandsworth Primary Care Network
C/O Chatfield Health Care
50 Chatfield Road
SW11 3UJ
Tel: 02037640822
Email: swlicb.wandsworthpcn@nhs.net
Non-urgent advice: Complaints Procedure
Independent Advocacy Support
If you feel you require or would like support in making your complaint, NHS Complaints Advocacy services can provide you with independent advice to help guide and support you through the process. Here are some options:
Healthwatch (Wandsworth)
Tel: 07434633745
information@healthwatchwandsworth.co.uk
Rethink Advocacy Independent Service (Wandsworth/Richmond)
Tel: 0300 7900 559
wandradvocacy@rethink.org
Wandsworth Care Alliance
Tel: 0208 516 7716
admin@Wandcareall.org.uk
Voiceability
Tel:0300 303 1660
helpline@voiceability.org
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received by staff employed by Wandsworth Primary Care Network (PCN), who work at any of our 6 member GP practice sites.
We hope that most problems can be resolved quickly and easily, often at the time that they arise and with the person concerned.
We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and our patients’ experience.
Who to contact
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint, all of whom are trained to handle complaints effectively.
Alternatively, please ask to speak to Mr Tim Hodgson, PCN Operations Manager, who will be more than happy to meet with you to discuss your concerns.
A complaint can be made verbally or in writing to Wandsworth PCN. Alternatively, each GP practice will have a formal complaints form available. Additionally, you can complain via email to: swlicb.wandsworthpcn@nhs.net
If for any reason you do not wish to speak to a member of our PCN team and you want to make a complaint about the primary care services we provide to the commissioner, then you can contact NHS South West London Integrated Care Board. You can do this by:
Telephone: 0800 026 6082
E-mail: contactus@swlondon.nhs.uk
Written: NHS South West London ICB, 120 the Broadway, London SW19 1RH
Timescales
Complaints must be made:
– Within 12 months after the date when the event occurred, or
– On the date when you knew you had cause to complain, if more than 12 months later.
Wandsworth PCN aims to respond to all complaints within three working days from the date the complaint was received. You should expect to receive a formal response within 6 months.
Investigating complaints
Wandsworth PCN will investigate all complaints as soon as possible and will provide you with updates on progress effectively and in accordance with extant legislation and guidance.
Confidentiality
Wandsworth PCN will ensure that all complaints are investigated with the utmost confidentiality and any associated documents will be held separately from your healthcare record.
Third-party complaints
It is possible for a third party to make a complaint on behalf of a patient, providing Wandsworth PCN receives appropriate consent from the patient to do so, where applicable. Each GP practice will have a formal third-party complaints form available.
Final response
Wandsworth PCN will issue a final formal response to your complaint, which will provide details of our internal investigation and the outcome of your complaint.
Further actions
If you are dissatisfied with the outcome of your complaint you can contact the Parliamentary and Health Service Ombudsman.
The Ombudsman makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. You can complain to the Ombudsman by:
Tel: 0345 015 4033
e: phso.enquiries@ombudsman.org.uk
Written: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
For further information their website is:
www.ombudsman.org.uk
If you feel you require or would like support in making your complaint, NHS Complaints Advocacy services can provide you with independent advice to help guide and support you through the process. Here are some options:
Healthwatch (Wandsworth)
Tel: 07434633745
information@healthwatchwandsworth.co.uk
Rethink Advocacy Independent Service (Wandsworth/Richmond)
Tel: 0300 7900 559
wandradvocacy@rethink.org
Wandsworth Care Alliance
Tel: 0208 516 7716
admin@Wandcareall.org.uk
Voiceability
Tel:0300 303 1660
helpline@voiceability.org
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received by staff employed by Wandsworth Primary Care Network (PCN), who work at any of our 6 member GP practice sites.
We hope that most problems can be resolved quickly and easily, often at the time that they arise and with the person concerned.
We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and our patients’ experience.
Who to contact
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint, all of whom are trained to handle complaints effectively.
Alternatively, please ask to speak to Mr Tim Hodgson, PCN Operations Manager, who will be more than happy to meet with you to discuss your concerns.
A complaint can be made verbally or in writing to Wandsworth PCN. Alternatively, each GP practice will have a formal complaints form available. Additionally, you can complain via email to: swlicb.wandsworthpcn@nhs.net
If for any reason you do not wish to speak to a member of our PCN team and you want to make a complaint about the primary care services we provide to the commissioner, then you can contact NHS South West London Integrated Care Board. You can do this by:
Telephone: 0800 026 6082
E-mail: contactus@swlondon.nhs.uk
Written: NHS South West London ICB, 120 the Broadway, London SW19 1RH
Timescales
Complaints must be made:
– Within 12 months after the date when the event occurred, or
– On the date when you knew you had cause to complain, if more than 12 months later.
Wandsworth PCN aims to respond to all complaints within three working days from the date the complaint was received. You should expect to receive a formal response within 6 months.
Investigating complaints
Wandsworth PCN will investigate all complaints as soon as possible and will provide you with updates on progress effectively and in accordance with extant legislation and guidance.
Confidentiality
Wandsworth PCN will ensure that all complaints are investigated with the utmost confidentiality and any associated documents will be held separately from your healthcare record.
Third-party complaints
It is possible for a third party to make a complaint on behalf of a patient, providing Wandsworth PCN receives appropriate consent from the patient to do so, where applicable. Each GP practice will have a formal third-party complaints form available.
Final response
Wandsworth PCN will issue a final formal response to your complaint, which will provide details of our internal investigation and the outcome of your complaint.
Further actions
If you are dissatisfied with the outcome of your complaint you can contact the Parliamentary and Health Service Ombudsman.
The Ombudsman makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. You can complain to the Ombudsman by:
Tel: 0345 015 4033
e: phso.enquiries@ombudsman.org.uk
Written: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
For further information their website is:
www.ombudsman.org.uk