​​​​​​​​​​​​​Comments, compliments and complaints 

We do all we can to provide good quality health services, but sometimes things don’t go as they should. 

We welcome you telling us how we can improve, or making a complaint about a health service you have received which Merton CCG is responsible for.

We are also very pleased to receive positive feedback and compliments about our work or the quality of health services you have received as a local resident.​

For tips on what to do if you are not happy with your healthcare, please read or download ​the following easy-read guide from the Parliamentary and Health Service Ombudsman​​.

Information for young people (under the age of 18)

Everyone has the right to give feedback about the services you receive, whatever your age.​ The feedback could be about services that you are receiving now or services you have received before. You always have the right to give feedback. If you are happy to talk about any problems directly with a doctor, dentist, or a clinic, you can ask to see the practice manager and tell them the problem​.

​If you do not want to speak to them directly, please visit the NHS England website page How do I feedback or make a complaint about an NHS service?​​

​If you have a problem with a hospital and you are at the hospital, you can ask to see the Sister in charge or the complaints manager. If you do not want to speak to the hospital directly, please contact 0800 456 1517 for advice.

For more information generally about your rights in health care as a young person, please see the leaflets below

Complaints about GPs, dentists, pharmacists or opticians

If you have a complaint about a GP, dentist, pharmacist or optician that cannot be resolved locally with the practice manager or pharmacist, you should contact NHS England.​
Tel:       0300 311 2233 (free national number)
Email:   England.contactus@nhs.net

Complaints against a hospital

You should make your complaint directly to the relevant hospital by contacting the complaints department at the hospital you wish to complain to.

Complaints ​about Merton CCG

Contact the PALS and Complaints Team on 0800 456 1517 or email NELCSU.SEcomplaints@nhs.net

Complaints about other services and help with making a complaint

If you have a complaint concerning other heath services in Merton (not hospitals, GPs, dentists, pharmacists or opticians), then please use the contact details below

The NEL CSU complaints team is responsible for managing the complaints process on behalf of Merton CCG.​

​The team can also give you general advice about the complaints procedure.
Tel:          0800 4561517
Email:      NELCSU.SEcomplaints@nhs.net

Write to:    NEL Complaints Team ​
                 ​1 Lower Marsh, London SE1 7NT

Complaints FAQs

To find out answers to common questions view our Complaints FAQs  

Updated April 2017
  
  
Complaints FAQs.pdf
  
EASY_READ_Tips_on_making_a_complaint_NHS_leaflet_HTR_campaign.pdf
  
EASY_READ_Tips_on_making_a_complaint_NHS_lealfet_HTR_campaign.pdf
  
Merton Complaints Flyer.pdf
  
youth-rights-in-hlthcr-er.pdf