Complaints and Feedback

We want to give you the best care and service at Lonsdale Medical Centre. Most of the time things go well, but sometimes problems can happen. If you are not happy, please tell us. We want to listen, put things right, and learn for the future.

How to make a complaint

You can complain in the way that suits you best:

• Talk to us – speak to a member of staff or ask to see the practice manager.
• Write to us – send a letter or message through our website complaints form.
• Ask someone to complain for you – a family member, carer, or advocate can do this with your permission.

Please try to complain as soon as you can. Normally this should be within 12 months of the problem.

What happens next

• We will let you know we got your complaint within 3 working days.
• We will agree with you how we will look into it and when you will get a reply.
• We will send you a full response, explain what we found, and tell you what we are doing to improve.

Need help complaining?

You can get free, independent support from the NHS Complaints Advocacy Service.

In Brent this is run by:

• POhWER – www.pohwer.net – 0300 456 2370

They can help you write your complaint or speak up for you if needed.

If you are still unhappy

If you are not happy with our final reply, you can ask the Parliamentary and Health Service Ombudsman to look at your complaint.

• Website: www.ombudsman.org.uk
• Phone: 0345 015 4033

Complaints about other services

If your complaint is about another NHS service (like a hospital), you can complain directly to them. If you’re not sure who to contact, we can guide you.

Your care will not be affected

Please don’t worry — making a complaint will not affect your care here or anywhere else in the NHS.