Comments & Complaints
If you have a complaint or concern about the service you have received from a doctor or any member of staff working at Docklands Medical Centre please let us know. We operate a Practice Complaints Procedure as part of the NHS system, which meets the national criteria.
If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter. There are exceptions, details available from reception.
If the complaint is regarding a deceased patient, the practice will proceed with an investigation.
You need to raise your complaint as soon as possible, but ideally within six months of the incident or, within six months of discovering that a problem had occured. This enables us to collect the information whilst it is still fresh, and those involved are available.
There are comments, suggestions and compliments boxes located in our waiting rooms and we invite all feedback on areas where you feel we are performing well or maybe not so well.
We aim to resolve most problems quickly and to your satisfaction, most often at the time they arise. If yours cannot be sorted immediately and you wish to make a complaint, we would like you to let us know in writing as soon as possible.
All complaints should be addressed to the Practice Manager here at the Practice, who will ensure that your complaint is dealt with appropriately.
What we will do
We will acknowledge your complaint within three working days of receipt. We aim to investigate all aspects as soon as possible, though this will be determined by the complexity of the complaint and access to those involved, for instance, relevant staff absences or a third party not directly employed by Hurley Group. In those circumstances we promise to keep you updated on the progress of your complaint.
Once completed we will forward a detailed response or, if your choice, offer a meeting with those personnel involved.
When we look into your complaint we will aim to:
- Investigate the problem with all personnel concerned
- Notify you of the outcome of the investigation with a satisfactory explanation
- Identify the problem with a view to improving the service we offer to our patients
We hope that you will use the Hurley Groups Complaints Procedure so that we are able to resolve the problem and have the opportunity to improve our service to you, but if you choose not to contact us you can approach NHS England direct at email@example.com or on 0300 311 2233
If neither body helps resolve the issue, you have the right to approach the Ombudsman on 0345 015 4033 and at firstname.lastname@example.org
The Care Quality Commission is always interested in both issues and outcomes. Details can be forwarded to email@example.com though please be aware they are not involved in the resolution process.
Docklands Medical Centre
100 Spindrift Avenue,
London, E14 9WU
Tel: 020 7537 1444
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