Barking Medical Group Practice (BMGP) welcomes feedback from our patients. We are committed to dealing with all concerns and complaints fairly, promptly, respectfully and confidentially.

Your feedback helps us improve the quality of care and services we provide.

 

If you have a concern or wish to make a complaint, we encourage you to contact us so that we have an opportunity to investigate and resolve the matter.

You can:

If you need support to make a complaint, please let us know and we will do our best to assist you.

 

Once we receive your formal complaint, we will acknowledge it and provide you with a unique complaint reference number. Please quote this reference number in any future correspondence about your complaint.

A case handler will be assigned to your complaint and will oversee the investigation. We may contact you if we require further information or clarification.

In accordance with the BMGP Complaints Policy, we aim to investigate and resolve complaints within 40 working days.

If we are unable to provide a full response within this timeframe, we will keep you informed of the progress of the investigation and explain the reason for any delay.

 

We encourage patients to raise concerns with us as early as possible, as some issues can be resolved quickly.

Where a verbal complaint or concern is resolved to your satisfaction within 24 hours, it may not need to be managed as a formal complaint.

However, BMGP may still record verbal concerns for learning and service-improvement purposes, even when they have been successfully resolved.

This helps us to:

BMGP views complaints and feedback as an important opportunity to learn and improve.

We regularly review complaints and concerns to identify themes, trends, learning opportunities and areas where changes may be required. Relevant learning and actions are shared with our staff through appropriate practice meetings, training and governance processes.

 

If you are dissatisfied with our response, please contact us in the first instance so that we have an opportunity to review your concerns and explain any further action that can be taken.

If your complaint has completed the NHS complaints process and you remain dissatisfied with the outcome, you may ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint.

Further information about escalating an NHS complaint is available through the Parliamentary and Health Service Ombudsman.

All complaints are handled appropriately and confidentially, and patients will not be discriminated against or treated differently because they have raised a concern or complaint.