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The NHS in London is very busy due to rising coronavirus infection rates, but we’ll help you get urgent care when you need it. 


Most consultations are over the phone and via video. This is for everyone's safety. We will assess your situation and invite you into the practice if needed. We can arrange same-day appointments if you need urgent care but please don't visit without an appointment. Appointments will be held in the best way to keep you safe from Covid.  


You can also contact 111, day or night, for other urgent health advice - including if you have concerns about your Covid-19 symptoms.


Please remember that 999 and A&E are for emergencies. 


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Please do not contact your GP for a COVID-19 vaccine. The NHS is prioritising vaccinating people who experts have agreed will benefit the most. We will let you know when it is your turn. Please see here for advice.

Complaints

 

ATHENA MEDICAL CENTRE

 

 

Practice complaints procedure

 

If you have a complaint about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

 

How to Complain

 

We hope that most problems can be sorted out easily and quickly, often at the time 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 most a few weeks- because this will enable us to establish what happened more easily. If is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem, or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

 

Complaints should be addressed to The Practice Manager or Dr A C Okoreaffia, Athena Medical Centre, 21 Atherden Road, London E5 0QP. Alternatively, you may ask for an appointment with the practice manager to discuss your concerns. The practice manager 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. Click here to submit a complaint

 

What we shall do

 

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be able to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to:

  • Find out what happened and what went wrong.

  • Make it possible for you to discuss the problem with those concerned, if you would like this.

  • Make sure you receive an apology, where this is appropriate.

  • Identify what we can do to make sure the problem does not happen again

 

 Complaining on behalf of someone else

 

Please note that we keep strictly to the rules of medical confidentially. If you are complaining on behalf of someone else, we must know that you have his or her 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 health authority

 

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 local health authority. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you should contact: NHS England, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 2233 email: england.contactus@nhs.net

 

The Health Service Ombudsman can also investigate NHS Complaints. You Can approach them if you are unhappy with outcome of an independent review, tel: 0345 015 4033 website: https://www.ombudsman.org.uk/



 
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