Complaints Policy – Premier Medical Centre

At Premier Medical Centre, we are committed to providing high-quality care and a positive experience for all our patients. However, we recognise that sometimes things may not go as expected.

If this happens, you have the right to raise a concern or make a complaint, and we will take this seriously, respond openly, and aim to resolve matters fairly and promptly.

Your feedback helps us learn, improve, and ensure we continue to provide safe and effective care for our community.

When should you make a complaint?

You may wish to make a complaint if you feel that:

  • You have received poor care or treatment

  • You were spoken to in a way that felt unprofessional or disrespectful

  • There were delays, access issues, or administrative problems affecting your care

  • Your concerns or symptoms were not fully acknowledged

We understand that raising concerns can feel difficult, but we encourage you to speak to us so we can support you and address the issue.

Step 1: Informal resolution

Where possible, we encourage you to raise your concern directly with a member of our team at the time of issue, this may include:

  • Your GP or clinician

  • A receptionist or member of the admin team

Often, concerns can be resolved quickly through an informal conversation.

Step 2: Making a formal complaint

If you would prefer to make a formal complaint, or if your concern has not been resolved, you can do so by contacting us:

  • Email: nhsnwl.premiermedicalcentre@nhs.net

  • In writing: Premier Medical Centre, 1st Floor, Wembley Centre for Health and Care, 116 Chaplin Road HA0 4UZ

  • In person: Speak to a member of our reception team who can assist you

Please include:

  • What happened and when

  • Who was involved (if known)

  • How this has affected you

  • What outcome you would like

If you need support submitting your complaint, please let us know, we are happy to help.

Timeframe:
Complaints should usually be made within 12 months of the incident, or from when you first became aware of the issue.

What happens next?

Once we receive your complaint, we will:

  • Acknowledge it within 3 working days

  • Explain how your complaint will be handled

  • Provide a timeframe for our response

  • Offer a discussion (telephone or meeting) where appropriate

  • Provide a written response outlining the outcome

We aim to resolve complaints as quickly as possible while ensuring a thorough and fair review.

If you are not satisfied

If you feel your complaint has not been resolved, you have the right to escalate it.

NHS North West London Integrated Care Board

You can contact the ICB instead of the practice (but not both at the same time):

  • Email: nhsnwl.complaints@nhs.net

  • Post: NHS North West London ICB, 15 Marylebone Road, London, NW1 5JD

  • Phone: 020 3350 4567

Parliamentary and Health Service Ombudsman

If you remain unhappy after your complaint has been reviewed, you can contact the Ombudsman:

They are independent of the NHS and will review whether your complaint has been handled fairly.

Need support with your complaint?

You can access free, independent support from:

  • NHS Complaints Advocacy

  • Citizens Advice

These services can help you understand the process and support you in writing your complaint.

A final note

We are here to help. Whether your concern is small or significant, your voice matters to us.

Our aim is always to listen, learn, and improve — ensuring the best possible care for all our patients.

Register With Us