Complaints and feedback

We want to know if something has gone wrong, or gone well. Telling us helps us to put things right and to improve.

Talk to us first

Most problems can be sorted out quickly. Talk to the person involved, or ask to speak to the Practice Manager. You can do this at the front desk or by calling 01708 552 072.

If you would rather not talk to us, you can make a formal complaint. You can also do this if talking has not sorted the problem out.

How to make a complaint

Write to the Practice Manager at Harlow Road Surgery, 1 Harlow Road, Rainham, RM13 7UP.

You can also ask at reception for a complaint form. Fill it in by hand and give it back to reception.

We do not take complaints by email.

If writing is hard for you, tell us. We can take your complaint over the phone or in person and write it down for you. Tell us if you need an interpreter or information in another format.

Please complain within 12 months of the problem, or of finding out about it. We can still look at an older complaint if there is a good reason for the delay. We must also still be able to investigate fairly.

Complaining for someone else

You can complain for someone else, such as a child or a relative. We will need their permission if they are able to give it. Tell us if they cannot.

What to include

Tell us:

  • your name, date of birth and contact details
  • what happened, and when
  • who was involved, if you know
  • what you would like us to do

Keep a copy of what you send us.

What happens next

We will look into your complaint and reply to you. Making a complaint will not affect your care.

Complain to NHS North East London instead

If you do not want to complain to us, you can complain to NHS North East London Integrated Care Board. This is the organisation that plans and pays for our NHS services. You cannot complain to both about the same thing.

Read how NHS North East London handles complaints (opens in a new tab)

If you are not happy with our reply

You can ask the Public Service Ombudsman to look at your complaint. The Ombudsman is independent of the NHS and free to use. It will usually only look at a complaint after we have replied to you.

Call 0345 015 4033 or use the Ombudsman's website.

Find out how to complain to the Ombudsman (opens in a new tab)

Get free help to complain

An NHS complaints advocate can help you write your complaint and come to meetings with you. The service is free, independent and confidential. In Havering it is run by Havering Mind.

Call 01708 457040.

Find out about Havering's advocacy service (Havering Mind) (opens in a new tab)

The Patients Association also gives free advice about NHS complaints.

Get advice from the Patients Association (opens in a new tab)

Tell the Care Quality Commission

The Care Quality Commission (CQC) inspects GP surgeries. You can tell it about your care at any time. It does not investigate complaints for you, but it uses what you say when it inspects us.

Give feedback on your care to the Care Quality Commission (opens in a new tab)

Tell us when things go well

We like to hear when we have done well. Tell the person involved, tell reception, or write to the Practice Manager. We pass compliments on to the staff.

Help us improve

You can tell us about your visit through the Friends and Family Test. It takes a minute and you do not have to give your name.

Find out how to give feedback through the Friends and Family Test

If you would like to help us improve the practice, ask at reception about joining our Patient Participation Group.