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The Connaught Square Practice

41 Connaught Square
W2 2HL
Telephone: 0207 402 4026
Fax: 02074023342

   Making a suggestion or a complaint

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.

If you have a suggestion, complaint or concern about the service you have received from the practice, please let us know. Any suggestions can be written down and handed to a member of staff.
We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria.


Suggestions and Complaints Procedure
Please use the feedback forms in the waiting area if you feel that there are things you would like to see improved or changed in the practice. If you have a complaint about any member of the practice or the services you have received, please put your complaint in writing to the practice manager via the complaints form on reception. For further information please ask to speak to the practice manager.


Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.


If we can resolve your complaint over the phone, we will make contact within three working days and discuss the best way to solve it. All written complaints will be responded to within 28 days. 
We will aim to :
  • Find out what happened and what went wrong.
  • Invite you to discuss the problem with those involved, if you would like this
  • Apologize where this is appropriate.
  • Identify what we can do to make sure that the problem does not happen again.


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