Complaints

We hope that your experience with Eden is always a positive one; however if you have a complaint or concern please mention it to a member of staff; it is hoped it can be resolved at the time.

However if you wish to formally complain (in writing) you have two options; you may choose that the Practice handle your complaint, or direct it to NHS Hertfordshire & West Essex Integrated Care Board (ICB); the details of which are below.

If you complain to the Practice:-

1. You will receive a written reply of acknowledgement within three working days; please bear in mind your complaint may need to be passed to another member of staff.
2. After this time the complaint will be investigated.
3. Within 20 working days of the complaint we will offer either:
   1. An explanation or apology where it is necessary
   2. An opportunity for you to discuss the matter either with the Practice Manager or a Partner (one of the GP’s, where you may attend accompanied if you wish.)

If a problem is identified, we will make sure that policies are changed within the Practice to prevent a reoccurence.

Complaints may be made within six months of the incident, but also within six months of discovering that a problem has occurred, providing it is no longer than 12 months from the incident.

Your complaint will be treated within the rules of medical confidentiality. If you are complaining on behalf of someone else we will have to have that person’s permission for you to act on their behalf; a signed note indicating their permission.

You are entitled to approach the Complaints Department at NHS Hertfordshire & West Essex Integrated Care Board (ICB); their details are:-

NHS Hertfordshire & West Essex Integrated Care Board (ICB)
By telephone: 01707 685000
By email: hweicbwe.patientfeedback@nhs.net

If you feel that your complaint is not resolved by either ourselves or NHS Hertfordshire & West Essex Integrated Care Board (ICB), you may escalate your complaint to the Health Service Ombudsman at www.ombudsman.org.uk or ring their Complaints Helpline on 0345 015 4033 or write to:
The Parliamentary Health Service Ombudsman, Millbank Tower, London, SW1P 4QP.