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 Townhill Medical Practice

 Guards Avenue, Caterham, Surrey, CR3 5XL
Tel: 01883 331900    
If you change any of your contact details, please inform us as soon as possible.
All the doctors and staff at Townhill Medical Practice are bound by strict rules of confidentiality with regard to information necessarily retained by this practice for the care and treatment of our patients.
Sometimes we need to share information with other healthcare professionals so that we can work together for your benefit. However, we only pass on information about you to such people if we think there is a genuine need to know. Sometimes the law requires us to pass on information to other official bodies, eg to notify a birth.
Anyone who receives information from us is also under a legal duty to keep it confidential.

The doctors and staff at this Practice are committed to providing high quality health care and services to patients. If you have a complaint or concern about the services you have received from the Doctors or any of the staff working in the Practice please let us know.


We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. The informal in-house procedure does not affect you statutory right to make a formal complaint nor to your right to seek compensation in law.


How to complain:


We hope that most problems can be sorted out easily and quickly, often at the time that 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 as soon as possible – ideally within a matter of days, or at the most a few weeks – because this will enable us to establish what happened more easily. There is a limit of a maximum of 12 months for making a complaint. In exceptional circumstances, it may be possible to investigate the issue outside this time if there is good reason why the matter could not be raised earlier and if it is still possible to investigate it.


Complaints should be made in writing either by letter or email to townhill.admin@nhs.net  and should be addressed to our Patient Services Manager or to Dr. Suthan Ulakanathan, our lead doctor for this area. However, if you prefer, we have a form you can complete or you may arrange an appointment with the Patient Services Manager or Dr. Suthan Ulakanathan in order to discuss your concerns, who will explain the Complaints Procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. 



What will we do?


We will acknowledge your complaint within three working days and invite you to discuss the manner in which your complaint will be dealt with, including the time scale.


Please tell us how you would like your complaint to be resolved e.g.

  • over the phone;
  • at a meeting;
  • with a written response; and
  • the outcome you hope for.

 We will look into your complaint to:

  • find out what happened and whether something went wrong;
  • invite you to discuss the problem with those involved, if you would like this;
  • make sure you receive an apology, where this appropriate;
  • identify what we can do to make sure the problem does not happen again.

Who can complain?


Anyone who is receiving a service, or has received a service, can complain. You can complain for yourself or for someone else. We may need to disclose information from the patient’s medical records. If you complain for a friend or relative you must have their written consent to represent them, unless they are incapable of providing this; our complaint form provides for this situation. If the patient has died or lacks capacity, we will need proof that you are an appropriate person determined by law.


Who can provide assistance?


Complaining to NHS England:


We hope that, if you have a problem, 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, but this does not affect your right to approach NHS England.


If you feel you cannot raise your complaint with us you may contact NHS England,  PO BOX 16738, Redditch, B97 9PT. Telephone Number: 0300 311 22 33 – Email: England.contactus@nhs.net.


Or seek advice from Citizens Advice Bureau (CAB), 1st Floor, Caterham Valley Library, Stafford Road, Caterham, CR3 6JG. Telephone No: 03444 111444.


You may wish to seek the advice of the advocacy service, Advocacy in Surrey - their address is NHS Complaints Advocacy Service, 51 Commerical Way, Woking, Westfield Road. GU21 6HN.

Telephone Number: 0300 030 7333 - Option 2

Email: nhs@advocacyinsurrey.org.uk

Website: www.advocacyinsurrey.org.uk  

Text (SMS): 07444 310085

What to next if you are still unhappy:


If you are not satisfied with the way in which we have dealt with your complaint, you can make a request for an independent review by contacting the:

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.




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