We hope that, if you have a problem, in the first instance you will give us the opportunity to put it right. If you still wish to raise a complaint you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know in writing as soon as possible – ideally within a matter of days or at most a few weeks –This will enable us to have the best access to details of your complaint.
- Within 12 months of the incident that caused the problem.
- Complaints should be addressed in writing, via post or handed in to reception for Rahima Begum, Complaints Manager.
- Alternatively, you may ask for an appointment with Rahima Begum in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
Detailed information on this can be found on our leaflet JSP Complaint Leaflet June 2025 ,or asking for a printed copy at reception.
We strictly follow medical confidentiality rules. If you are raising a complaint on behalf of someone else, we may require their permission, which can be provided via an electronic form, verbally, or through prior authorisation, such as a Power of Attorney.
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
- Make it possible 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 we can do to make sure this problem does not occur again.
If you prefer to make your complaint to the organisation that commissions our GP services, you can contact NHS North East London Integrated Care Board.
If you are unhappy with the final response to your complaint from the practice or the Integrated Care Board, you can ask the Parliamentary and Health Service Ombudsman to review your complaint.
We at JSP thrive on feedback from our patients and their carers and always do our best to read and respond to them as appropriate. We encourage all our patients to leave us feedback clicking this Google Review link.
Please do not use this to make specific complaints, if you wish to make a complaint please see information above 'How to Complain'.