Complaints Policy
At Watford Health Centre we strive to deliver the best possible healthcare and patient experience. We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our care.
How to make a complaint
Complaints can be made either verbally or in writing. Watford Health Centre allows a third-party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available below.
Many issues can be quickly resolved by verbally informing a member of staff. All our staff are trained to handle complaints and are managed by our operations manager Harshik Jethwa.
If you wish to submit feedback or a complaint in writing, please complete the form below. Alternatively, you can submit written complaints via email to watfordhealthcentre@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
Watford Health Centre will respond to all complaints within three business days of the complaint’s manager receiving the complaint. We will investigate all complaints effectively and in conjunction with extant legislation and guidance. We can and will provide regular updates regarding the investigation of your complaint.
Confidentiality
Watford Health Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record. Further information is available from the operational and complaints manager.
Final response
Watford Health Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.
If you’re not happy with the response to a complaint
If you are still not happy with the response provided, you can ask the independent Parliamentary and Health Service Ombudsman to look at your complaint- Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, ph 0345 015 4033