At The Village Practice, we are committed to providing high-quality care and services. We always welcome your feedback, whether it be highlighting a positive encounter or letting us know when we have not met desired standards. If you are unhappy with any aspect of your experience, we encourage you to let us know so we can address your concerns and improve our services.

How to Make a Complaint

We encourage any comments both positive and negative and we have several ways that you can let us know.

• Informal Resolution:If you have a concern, please speak to a member of our staff as soon as possible. Many issues can be resolved quickly and informally.

• Friends and Family Test: This is available on our website under ‘Have your say’ or in the waiting room.
• NHS Reviews: Search on the web for the Village Practice and you can leave a review.
• Formal Complaint: If your concern is not resolved informally, you can make a formal complaint. You can send your complaint via email to nclicb.complaints.thevillagepractice@nhs.net or discuss further by phoning 020 7700 6464 and ask to speak to the complaints manager.

Complaints must be received within 12 months of the incident or from the date you first became aware of it, to ensure we can investigate thoroughly.

What happens Next

• Acknowledgement: We will acknowledge your complaint within three working days.
• Investigation: Your complaint will be thoroughly investigated by our complaints manager. If you wish for your details to be kept anonymous from other members of staff, please let us know when you contact us. This will not adversely affect your care.
• Response: We aim to provide a full response within 28 days. If more time is needed, we will keep you informed of the progress.

Help With Making Your Complaint

• The NHS Complaints Advocacy Service at: nhscomplaints@voiceability.orgor telephone 0300 330 5454.
• Rethink Advocacy helps with making a complaint about an NHS-funded service provider. See website: Rethink Advocacy | NHS complaints

If you feel you cannot contact the practice directly:

You can send details of your complaint to NHS England:
PO Box 16738,
Redditch B97 9PT
Tel: 0300 311 22 33
Email:  England.contactus@nhs.net

NHS Parliamentary and Health Service Ombudsman:

If you are not satisfied with the handling or response to your complaint, you have the right to ask the Health Service Ombudsman to investigate the complaint on your behalf:

Website: Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)

Customer Helpline: Tel: 0345 015 4033 / Textphone (minicom) 0300 061 4298

 

Complaining on behalf of someone else

Please note that we observe the rules of medical confidentiality. If you are complaining on behalf of someone else, we must receive their permission to continue. A letter signed by the person concerned will be needed may be needed and in some circumstances, some form of identification. This is purely to preserve and protect the individual’s rights and information.

All GP practices are required to declare the mean earnings(e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in The Village Practice in the last financial year was £51,879 before tax and national insurance. This is for 6 part-time GPs who worked in the practice for more than six months.

Mission Statement

Our mission at The Village Practice is to improve the health, wellbeing and quality of lives for those we care for. We are passionate about equality, community, sustainability and putting our patients in the heart of everything we do.

Vision & Values

• Empowering patients to take control & make decisions about their own care
• Ensuring that patients have a positive experience of the care we provide
• Improving the health and wellbeing of our patients through effective clinical decision making
• Ensuring our patients have safe and timely access to all NHS services
• Valuing sustainability in a way that will improve care for our patients and the planet, making our patch of Islington a ‘greener’ place to be
• Encouraging learning from each other to create a supportive culture

Core Values 

• Quality: To provide high quality, safe, professional primary health care general practice services to all our patients
• Integrity: Operating within an ethical framework through openness and transparency. Being accountable for our actions.
• Compassionate: Being compassionate about enhancing caring for all our patients within the community.
• Working as a team:  Valuing the contribution of every team member and building a mutually supportive environment with forward thinking attitudes.
• Learning and improving: Adapting to change, building on achievements and developing our services and others.
• Sustainability:  being committed to making changes and improvements that will help reduce our carbon footprint, as well as improving health and wellbeing of patients and our own staff.