Write or email to the follwing for the attention of the Practice Manager:
The Aberfeldy Practice
19 Aberfeldy Square
E14 0XA
email: nelondon.f84698-workflow@nhs.net
Aberfeldy Complaint Poster
If you are not satisfied
If you are not satisfied with the way we have dealt with your complaint, you can contact either the local NHS complaints team on nelondonicb.complaints@nhs.net or
the health service ombudsman on 0345 015 4033
The website is: www.ombudsman.org.uk
How to complain
If you wish to make a complaint, please provide us with details of your complaint soon so we can find out what happened. You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.
What we will do
We will contact you about the complaint within three working days and aim to look into it within ten working days. As part of our review, we may contact you to discuss the best way to investigate the complaint, including the timescales for a reply.
Complaining on behalf of someone else
Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words. We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards. Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns. However, AI-generated text can sometimes: • include information that is inaccurate or not relevant; • use overly formal or legal language; • make complaints longer or more complex than necessary; or • make it harder for us to clearly understand your personal experience. This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully. The most helpful complaints are usually clear and concise, and explain: • what happened; • when it happened; • how it affected you; and • what you would like us to do to resolve the matter. A short explanation in your own words is often more helpful than a long or highly formal letter. If you choose to use AI tools, we recommend that you: • check the wording carefully to ensure it reflects your own experience; • remove any information that is inaccurate or not relevant; and • take care when including sensitive personal information. Please be aware that some AI tools may store or use information entered into them. For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful: Using AI tools to help your complaint If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.
Getting Help
The independent complaints Advocacy Service (ICAS) on
0300 303 1660 can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. You can email helpline@voiceability.org
Local NHS Complaint Team
If you prefer, you can write to the local NHS complaints team on nelondonicb.complaints@nhs.net
4th Floor – Unex Tower
5 Station Street
E15 1DA