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Complaints Procedure

Our Commitment to You

At Trinity Medical GP Clinic, we are committed to providing the highest standard of care. If something has not met your expectations, we want to hear from you so we can put it right.

Important

Raising a concern will never affect the quality of care you receive.

 

How to Make a Complaint

You can contact us in whichever way is most convenient:

By phone:    020 3137 8287  (Mon–Fri 9am–7pm | Sat by appointment)

By email:     admin@trinitymedicalgp.co.uk  (write ‘Complaint’ in the subject line)

In writing:    Trinity Medical GP Clinic, 11 Beeches Avenue, Carshalton Beeches, Surrey, SM5 3LB

In person:    Ask to speak with the Practice Manager during opening hours

Please include:

Your full name, date of birth, and contact details

The date the issue occurred

A brief description of your concern and what outcome you are hoping for

 

Complaint Timescales

Please raise your complaint within 12 months of the incident, or within 12 months of becoming aware of the issue.

 

What Happens Next

  1. Acknowledgement — We will acknowledge your complaint in writing within 3 working days.
  2. Investigation — We will carry out a thorough and fair investigation, reviewing records and speaking with relevant staff.
  3. Full Response — We will provide a written response within 20 working days. If the matter is complex and requires more time, we will contact you to explain and agree a new timescale.
  4. Resolution — Where helpful, we may invite you to a meeting to discuss our findings. This is always your choice.
  5. Learning — We use every complaint as an opportunity to improve our service. All complaints are reviewed as part of our clinical governance process.

 

If you are not satisfied with our response

If you remain unhappy after receiving our response, you have the right to escalate to any of the following independent organisations:

Care Quality Commission (CQC) — Regulatory Concerns

Tel: 03000 616 161     |     www.cqc.org.uk

Independent Sector Complaints Adjudication Service (ISCAS) — Privately Funded Patients

Tel: 020 7536 6091     |     info@iscas.org.uk     |     www.iscas.org.uk

Parliamentary and Health Service Ombudsman (PHSO)

Tel: 0345 015 4033     |     www.ombudsman.org.uk

General Medical Council (GMC) — Concerns About a Doctor

Tel: 0161 923 6602     |     www.gmc-uk.org/concerns

Information Commissioner’s Office (ICO) — Data Protection Concerns

Tel: 0303 123 1113     |     www.ico.org.uk

 

Complaining on Behalf of Someone Else

We strictly observe medical confidentiality rules. If you are complaining on behalf of another patient, we will need their written consent before we can share any personal or medical information with you.

Trinity Medical GP Clinic is regulated by the Care Quality Commission.

CQC Reg No: 1-3858010880     ICO Reg: ZA220429