• Need help from your GP?

    The quickest way to contact us is by submitting an online triage request using Accurx.

    You can do this in two easy ways:
    • Via the NHS App – tap the Services button at the bottom of the screen, then select Contact your GP about a health problem
    • Through our practice website – select Appointments + Online Consult on our homepage

    Tell us about your symptoms or request, and our team will review it and get back to you with the right care.

    This helps us prioritise urgent cases and respond more efficiently.

    If you are unable to use online services, please contact the Care Navigation Team for support.

  • If you require medical advice when the Practice is closed, please use the NHS 111 online service. If you are unable to access help online, please call NHS 111.

    Information about our Out of Hours Service is available by calling the practice number of 020 3474 6070.

How to make a complaint

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients. If you have a complaint or concern about the service you have received from the practice, please do let us know. We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria.

  • How to complain

    It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out. We aim to deal with your complaint in a way that is straightforward and reaches an amicable conclusion.

    If you wish to make a complaint, please let us have details of your complaint in writing via post to the Practice, 89 Clapham High Street, SW4 7DB, via e-mail to selicb.claphamfamily@nhs.net or hand the letter of complaint to a member of the Reception Team as soon as possible so we can find out what happened. It helps us if you can give us as full details as possible about your complaint.

    You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

  • What we will do

    We usually acknowledge receipt within three working days.

    To ensure a thorough and fair investigation, we aim to provide a response within 20 working days for simple complaints. However, complex complaints, particularly those involving multiple teams or clinical matters, may take up to 65 working days.

    When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.

  • Complaining on behalf of someone else

    Medical records are protected by the Data Protection act 1998. If you are complaining on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

  • Getting help

    You can contact:

    • Independent Complaints Advocacy Service (Voiceability)
      Tel: 0300 330 5454,
      Email: nhscomplaints@voiceability.org
      They can provide free impartial support when you are making a complaint. They can help draft or write a letter and arrange interpreting.
    • If you prefer, you can phone or write to the Complaints Department at NHS England. Their staff will endeavour to sort out any complaints.
      Tel: 0300 311 22 33
      Email: england.contactus@nhs.net
    • By Post: NHS England, PO Box 16738, Redditch, B97 9PT
    • If you are not satisfied with the way we have dealt with your complaint, you can contact:
      Parliamentary Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP Or via their website