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 and we will try to resolve it there and then.
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).
By telephone: 01707 685000
By email: hweicbwe.patientfeedback@nhs.net
If you complain to the Practice:-
- You will receive a written reply of acknowledgement within 3 working days; please bear in mind that your complaint may need to be passed to another member of staff.
- The complaint will then be investigated.
- Within 20 working days of the complaint we will offer either:
- An explanation or apology where necessary
- An opportunity for you to discuss the matter either with the Practice Manager or a Partner
If a complaint is upheld, 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, please provoide the person’s permission for you to act on their behalf.
If you feel that your complaint is not resolved by either ourselves or NHS Hertfordshire & West Essex Integrated Care Board (ICB), you may further escalate your complaint to the Health Service Ombudsman -
- Online at www.ombudsman.org.uk
- Telephone - complaints helpline 0345 015 4033
- In writing- The Parliamentary Health Service Ombudsman, Millbank Tower, London, SW1P 4QP.