We, Park Lane Surgery, endeavour at all times to give our patients the best possible service. If, despite our efforts, you feel that we have failed in some way to achieve the standards we aspire to, we feel that it is in the best interests of all parties that the matter be brought to our attention.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem.

If you are a registered patient you can complain about your own care, however you are unable to complain about someone else’s treatment without their written authority.

Please send your complaint to the practice in writing giving as much detail as possible to:

• Mrs Helen Conaghan
  The Practice Manager
  8 Park Lane Surgery
  Broxbourne
  EN10 7NQ
• Email: reception.parklanesurgery@nhs.net

Receipt of your complaint will be acknowledged within 3 working days and a response sent within 28 days. If for some reason the response is likely to take longer than this we will let you know.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to the Herts & West Essex ICB

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 the Herts & West Essex ICB.

• The Patient Experience Team
  Charter House, Parkway
  Welwyn Garden City
  Hertfordshire
  AL8 6JL
• Telephone: 01992 566122.
• Email: hweicbwe.patientfeedback@nhs.net

If you remain dissatisfied with the response to your complaint, you have the right to contact the Ombudsman, whose contact details are:

• The Parliamentary and Health Service Ombudsman
  Millbank Tower
  Millbank
  London
  SW1P 4QP
• Telephone: 0345 0154033
• Website: www.ombudsman.org.uk.