Complaints

General Practice Solutions (GPS) aims to provide the best possible service, but we do not always get it right. However, your feedback helps us improve the services we provide and how our organisation operates and we therefore embrace and celebrate all forms of feedback.

How to complain

In the first instance, we encourage you to make your complaint to the person you have been dealing with at GPS. They will usually be the best person to resolve the matter.

However, if feel unable to do this, or you have tried and were unsuccessful, you can contact one of our customer service affiliates by emailing complaints@generalpracticesolutions.net or by calling 020 8865 1942. One of our friendly team will  pass your concerns onto our complaints team.

You can also submit a complaint to the following postal address:

General Practice Solutions
71-75 Shelton Street
London
WC2H 9JQ

Concerns / complaints we can deal with

Our complaints team can deal with complaints from anyone directly affected by the way we carry out our work, including complaints about members of our staff or people working for us.

You can also make a complaint on someone else’s behalf with their consent. This could be a relative or someone you care for.

Examples of what you can complain about include where you think we have:

• Made administrative mistakes (such as providing the wrong information or taking longer than we said we would to do something)
• Behaved in an unprofessional way.
• Not followed our policies and procedures.
• Failed to meet the terms of contract for services and those outlined in our mobilisation brief.

Concerns / complaints we can not deal with

There are some issues that our complaints team cannot deal with.

These include:

• Requests to speed up our client services.
• Employment issues from current or past GPSAs.
• Disputes with suppliers about contracts.
• Complaints against NHS bodies, local councils and other organisations that we work with.
• Complaints about the care received by one of our client providers. (*Complainants should write to their care provider and depending on their GPS support package, we may aid them them in their response.)

Timeline

• You should contact us within a year of becoming aware of the issues relating to the complaint.
• We will acknowledge your complaint with 48 hours.
• We aim to investigate and respond to complaints within six weeks but if this is not achievable, we will inform you beforehand.
• Next steps

If we can take forward your complaint, we will let you know how the investigation will work. We may ask you to provide more information to help us.

When we have completed the investigation, we will tell you what we found, and, if appropriate, what we are doing to put things right.

If you are not satisfied with the outcome of our investigations

If you are not happy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) or raise a concern with your Local Member of Parliament.