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B. Document Details
Author & Role: Grace Awe, Director Organisation: ANPC Health & Travel Clinic Date Approved: 5/09/2023
Let the practice know your views
ANPC Healthcare & Travel Clinic is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
• Could you easily get through on the telephone? • Did you get an appointment with the practitioner you wanted to see? • Were you seen within 20 minutes of your scheduled appointment time? • Were our staff helpful and courteous?
Practice Complaints Procedure
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know.
Note: If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
How To Complain
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Grace Awe, Clinical lead/Advanced Nurse Practitioner who will try to resolve the issue and offer you further advise on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
• Within 12 months of the incident that caused the problem OR • Within 12 months from when the complaint comes to your notice
The Practice will acknowledge your complaint within three working days.
The Practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.
When the practice looks into your complaint it aims to:
• Ascertain the full circumstances of the complaint • Make arrangements for you to discuss the problem with those concerned, if you would like this • Make sure you receive an apology, where this is appropriate • Identify what the practice can do to make sure the problem does not happen again
Complaining on Behalf of Someone Else
Please note that ANPC Health & Travel Clinic keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the clinic needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
Complaining to Other Authorities
We hope that if you have a problem you will use the Practice Complaints Procedure.
However, if you feel you cannot raise your complaint with us, you can contact The Care Quality Commission (CQC).
Please note that The CQC does not handle or respond to complaints but will look into regulatory concerns.
Tel: 03000 616161, or alternatively visit the following website: www.cqc.org.uk.
If you would like further advice or help with raising a complaint, you can contact the local Citizens Advice Bureau in Redbridge. You can contact them at:
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