We are always looking at ways to improve our services and ensure that you have the best possible experience with the Croydon GP Collaborative services . You can help us to get it right by telling us what you think of the services delivered by us.
We will do all that we can to help and assist you through the process.
We want to hear from you if you are particularly pleased with our services you have received from an individual or team within the Services and wish to pass on your thanks or praise.
If you can tell us what we do well, or suggest improvements, we can give others a better service too. We will ensure that compliments reach the individuals concerned. If it is appropriate, we will also share your comments with other colleagues
We also want to hear from you with any comments you have about any of our services or suggestions for ways we can improve. When you make a comment it will be sent to the Service Manager for action or learning.
We take feedback and complaints very seriously and do our best to use the information to improve the services we provide. You should be treated with courtesy and respect at all times by our staff and making a comment or complaints about services will not prejudice the care that you or your relatives are given.
If you have a complaint or concern the quickest way to resolve it is to speak to the manager of the service. If they can resolve the problem straight away they will do so. You can contact the Complaints Manager via the Contact Us form (link below).
Make your complaint as soon as possible, while memories are still fresh. Usually we will only deal with complaints made within 12 months of the event you are complaining about or within 12 months of finding out that you had something to complain about. This time limit may be waived if there are good reasons why you were not able to complain earlier and if it is still possible to carry out an effective investigation.
We will investigate your complaint as quickly and effectively as possible. We will acknowledge receipt of your response within three working days of receiving your complaint. We will keep you informed about the process of our investigation. When we have completed our investigation we will let you know our findings and any improvements that have already been made or will be made as a result of your complaint.
We hope that we can resolve your complaint at this stage. If you are not satisfied, contact us and we will discuss with you what else we might be able to do. If you continue to be unhappy with the outcome of your complaint, you can ask the Health Service Ombudsman to review your complaint.
seAP (Support, Empower, Advocate, Promote) is an independent charity that specialises in the provision of advocacy and related services. One service they provide is IHCA (Independent Health Complaints Advocacy). IHCA will provide you with a Self Help Information Pack to help you make a complaint about your care or treatment using the NHS Complaints Procedure. You can choose to make your complaint with, or without, the support of an advocate. Your decision may depend on how confident you feel about starting the complaints process and the complexity of your case.
You can contact IHCA at the address below:
PO Box 375
If you would like to provide about a service provided in an area not covered by seAP, please go to the Healthwatch website for more information.
If you have any questions about the Croydon GP Collaborative, or you would like to know more about the services we offer, how to make a compliment or complaint, then you can do so via our contact us page.
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