Comments, Complaints, Compliments


Make a comment or a complaint

Barnet Clinical Commissioning Group (CCG) is committed to being open and transparent in all areas. If you have any queries, questions or feedback about Barnet CCG services - please do not hesitate to contact us. We will endeavour to provide you with the information you require as quickly as possible.

We hope that you will be able to find much of the information right here on the website, but if not, then please tell us what you need to know. We can then both give you the information, and update the information already provided on our website.

Compliments and Complaints 

Barnet CCG welcomes feedback from service users and their relatives and/or carers.  This gives us the opportunity to learn from your compliments and complaints, and reduces the likelihood of further incidents and dissatisfaction.  We will acknowledge complaints within three working days.

How can I pass on a compliment?

We are always keen to hear if a service is working really well or if you have experienced exceptional service or care from a member of staff.  You can send us your compliments by post, email or give us a call. Please see our Contact Us page for details, or you can email barccg.quality@nhs.net

How can I make a complaint?

You can make a complaint in writing, by email, over the telephone or in person. Your complaint should be made as soon as possible. This should be within a year of the event. You can make a complaint on your own or on behalf of someone else if you have their permission.

Who should I contact with my complaint?

This depends on which NHS service you want to complain about:
GP (or GP practice), Dentist, Pharmacist or Optician

If you have a comment, complaint or compliment about a GP (or GP practice), dentist, pharmacy or optician, please contact the practice directly in the first instance. If you are unable to resolve your complaint with the practice, please contact NHS England: email: england.contactus@nhs.net; call 0300 311 22 33 or write to:

NHS England, PO Box 16728, Redditch, B97 9PT

For help finding your nearest GP, dentist, pharmacist or optician, you can use the online search on our website or call 0300 311 22 33. To find out more about your choices as a patient, visit NHS Choices.

Community Services

If you have a concern, complaint or compliment about a community service such as podiatry, physiotherapy or speech and language, please contact Central London Community Healthcare’s Customer Services Team on 0800 368 0412 or email: clchpals@nhs.net

Mental Health Services

If you have a concern or question about a mental health service, please contact Barnet, Enfield and Haringey Mental Health NHS Trust's Patient Experience Advisors on 020 8702 3839 or 020 8702 3840. To make a complaint via email, the address is complaints@beh-mht.nhs.uk

London Central, North West and Barnet Wheelchair Service 

The contact details for the Wheelchair Service are:  

AJM Healthcare
Unit 3, Abbey Road Industrial Park
Commercial Way
Park Royal
London NW10 7XF 

Tel: 0808 164 2040 Fax: 0808 133 0138
Email: parkroyal@ajmhealthcare.org

The normal opening hours are: 8am to 6pm, Monday to Friday.

NHS 111 Integrated Urgent Care

The five CCGs in North Central London – Barnet, Camden, Enfield, Haringey and Islington Clinical Commissioning groups (CCGs) – have launched a combined NHS 111 and out-of-hours service run by London Central and West Unscheduled Care Collaborative (LCW). 

LCW operates a complaints system that complies with NHS Standards. If you wish to make a formal complaint please write with as much detail about the circumstances as possible as this helps us to understand the issues you wish to be investigated.  

If you are not the patient, then it may be necessary for the patient to provide written consent, to abide by the strict guidelines in protecting patient confidentiality.

For any complaint or feedback about NHS 111 Integrated Urgent Care service, please share it via the contact details below:
Tel: 020 8962 7654
Email: info@LCW@nhs.net  
Or alternatively you can write to the following address :

Tonia Culpin
Chief Executive
LCWUCC
St Charles Hospital
Exmoor Street
London  W10 6DZ

Barnet CCG and the services it commissions

If you have a complaint relating to the way an NHS service has been commissioned, or you have been directly affected by a commissioning decision made by us, please contact the NEL Commissioning Support Unit (NEL CSU) which is an NHS organisation who manage the complaints process on our behalf.

The Patient Experience Team
NEL Commissioning Support Unit
Second Floor, Clifton House,
75-77 Worship Street, London, EC2A 2DU

Email: Barnet CCG complaints
Telephone: 020 3688 1666

Hospitals

If you have a concern, complaint or compliment about a hospital, please click on the links below which will take you to their contact details:

Will my complaint remain confidential?

Whilst your right to confidentiality will be respected, when investigating your complaint, we may need to share information regarding your case with a third party within the NHS. We will require your consent in order to do this. It may, therefore, be useful when making your complaint to include your consent. You can write this in as part of your complaint or use the sample text we provide below:

Sample text for giving consent to different NHS organisations to share information about a complaint you are making:

In order to allow you to fully investigate my complaint, I understand you may need to contact other services within the NHS and I hereby give you my consent to do so.  [insert name, telephone/ mobile number, email address]

Sample text to use for giving consent to different NHS organisations to share information about a complaint you are making on behalf of someone else:
In order to allow you to fully investigate the complaint raised on my behalf, I hereby give you my consent to do so [insert name, relationship with complainant]
There may be times when we need to share information without your consent for example, to protect children and vulnerable adults.

What will happen once I make my complaint?

Complaints will be dealt with in a manner that is proportional to the issues raised. Your complaint will be investigated and the NHS organisation responsible will aim to resolve the concerns and, where needed, will take action to prevent the incident from happening again.

Can I get help and support with making my complaint?

Yes. An organisation called POhWER can provide you with free support and advocacy. You can contact POhWER as follows:

Phone:              0300 456 2370 (charged at local rate)
Minicom:           0300 456 2364
Text:                 Send the word ‘pohwer’ and then your name and number to 81025
Email:               pohwer@pohwer.net
Skype:              pohwer.advocacy
Fax:                  0300 456 2365
Post:                POhWER, PO Box 14043,, Birmingham B6 9BL 

Follow this link for a copy of the leaflet for patients.

What if I am still not satisfied?

If you are unhappy with the response to your complaint you should contact the service directly to see if they can look into the case further. You also have the right to take your complaint to the Health Service Ombudsman. There are time limits for taking a complaint to the Ombudsman, although the Ombudsman can waive them if it is perceived that there is good reason to do so. You can contact their helpline on 0345 015 4033 (textphone 0300 061 4298) or phso.enquiries@ombudsman.org.uk. Further information is also available on the Ombusdman website. You can write to the Ombudsman at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

The NHS Constitution sets out rights for patients, public and staff. It outlines NHS commitments to patients and staff, and the responsibilities that the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively. All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of the Constitution in their decisions and actions.

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