We try to provide a high standard of care and service to all our patients and are continually striving to improve our service. Any helpful suggestions are much appreciated and a suggestion box is located in the waiting area. However there may be times when you are not happy about something.
We hope you will feel free to discuss your concerns with the member of staff directly involved, or with the Practice Manager or one of the Doctors. This is better done sooner rather than later and we hope that you will be satisfied after talking to us.
Information on our complaints procedure is available from reception.
Complaints should be in writing and addressed to : Mrs T Bolton, Practice Manager, Abbey Wood Surgery. Please be advised that we do not accept emailed complaints as they are not able to be audited which is a medico-legal requirement for any documents received by the surgery. Patients or their relative, if consent is given, can send an accurx with their complaint which will be forwarded to the appropriate staff members
If a complaint is regarding a child under 16 years old , unless there are specific reasons, you will need to be the Legal Guardian (proof will be required) or the Parent to make a complaint.
Informal complaints, also known as verbal complaints, will be dealt with by the Practice Manager or Secretary, if the Manager is not in the Surgery. The Manager/Secretary will be unable to deal with these complaints immediately and they will contact you within 72 hours.
Patients who have a comment or complaint about a GP, which cannot be resolved locally with the Practice Manager, can contact the South East London ICB using the details below, advising them that we are a Greenwich Practice:
South East London CCG
160 Tooley Street
London SE1 2TZ
Tel: 020 8176 5330