Complaints about Primary Care Services – New Process from 1 July 2023

From 1 July 2023 the way members of the public make a complaint about primary
care services to the commissioner has changed.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:

  • You can complain to the healthcare provider: this is the organisation where
    you received the NHS service, for example a GP surgery or dental surgery.
  • Or You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 020 3198 9743
E-mail: [email protected]
Post: North Central London Integrated Care Board
Complaints Team
Laycock PDC
Laycock Street
N1 1TH

If you have a formal complaint to make, it is always advisable to try and resolve an
issue directly with the provider in the first instance.

Members of the public with ongoing complaints received on/after 1 July 2022 will
receive a letter from NHS England informing them that the ICB is now handling their
complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will
receive a letter from NHS England informing them that their complaint is being
retained by NHS England with confirmation of their case handler.

If you have any queries, please contact [email protected]

You have the right to make a complaint about any aspect of NHS care, treatment or
service, and this is written into the NHS Constitution on GOV.UK.
Find out more about how to feedback or make a complaint about an NHS service.

We are taking on New Patients

If you are interested in joining our surgery, please contact us for further information.

New patients are normally accepted from within the defined practice area which covers parts of N9 and N18.

Extended Access Hub Information

There are some urgent appointments available through the Enfield Unity Extended Access Services based at Eagle House and Carlton House sites between 6:30pm to 8pm weekdays, 9am- 8pm Saturdays and 8am-8pm on Sundays and bank holidays. To book, rearrange or cancel these appointments when we are closed, please call 0208 370 4910Lines are open 6.30pm-8pm weekdays and 9-5pm on Saturday. For anything urgent call 111 – call 999 in an emergency.

New Covid-19 treatments for highest risk Covid patients (non-hospitalised patients)

New treatments for patients at highest risk of severe disease from Covid 19 infection are available for non-hospitalised patients from Thursday 16 December.

The treatments include Neutralising monoclonal antibodies (nMABs) given by injection, or antiviral tablets which are swallowed. These treatments being given to patients at a dedicated clinic, known as the Covid Medical Delivery Unit.

GP practices cannot prescribe these treatments and they are only licenced for patients with the highest risk with COVID-19.
People who can benefit from these treatments will receive a letter or email telling them in advance, they may be eligible for these treatments if they test PCR positive for Covid-19. They also may be contacted by their specialist consultant.

Information about the treatments can be found on the NHS website: .

We are facing high demand at the moment so please only contact the surgery about new treatments for Covid-19, if you have a medical condition that means you are very high risk and have tested positive for Covid-19.

Covid antiviral trials
If you have tested positive for Covid-19 and would like to take part in trials using antiviral treatments the surgery recommends you to self-refer to the PANORAMIC study where the study organisers will assess your eligibility.

New:- PATCHS is an online consultation service that allows you to quickly and easily access GP services.

Following patient feedback, we have now changed our online provider. You can now use PATCHS to contact your GP online. Answer a few simple questions and PATCHS will get you the help you need. You can access a range of services including GP consultations, health advice and fit notes. You can also request one-off and repeat prescriptions using PATCHS.

To access PATCHS, from the home page, click the box which displays ‘Consult with your Doctor online’ and this will automatically take you to the correct link.

You will need to register to use the service the first time you access.

  • Please note this service is for ROUTINE/NON-URGENT medical issues that do not need an immediate response.
  • For urgent enquiries when the practice is closed, please contact NHS111

Doctor and Nurse Appointments

If you require a Doctor’s or nurse appointment, please contact reception to arrange an appointment or fill in an e-Consult form.

Doctor’s appointments will initially be a telephone consultation with yourself but should the Doctor and/or yourself feel that a face to face appointment is necessary, then this will be arranged by the Doctor when they speak with you. This will normally take place on the same day as your telephone appointment.

Depending on the nature of the appointment with the nurse, this will either be booked in as a face to face appointment or a telephone consultation, reception will inform you at the time of booking.

The changes in the way we make appointments have happened due to the Coronavirus and is currently in the best interests of the patients and the staff as we wish to keep everyone as safe as possible. Thank you for your understanding at this time.

Patient Participation Group (PPG)

Our next PPG meeting will be held on Thursday 22nd April 2021 between 12 – 1pm. This will be via a zoom meeting as we are not able to meet in the surgery. If you are interested in joining us, please contact Reception to let them know your name, best contact number and email address. Or alternatively, drop us an email to [email protected]

I will then be in touch with you regarding the meeting details.

Many Thanks, Sally Fensom, Practice Manager.

The Patient Participation Group is made up of patients of the surgery who are working along with the practice to improve surgery services for the mutual benefit of all.

Are you a Carer?

If so, please tell the surgery that you have caring responsibilities as soon as possible in order that we can record this on your medical records. If we know you are a Carer, we know that you are likely to be under pressure at times and will be able to offer more tailored advice and, if necessary, provide more support when the GP diagnoses and treats you in the future.