How we manage Complaints, Concerns and Compliments
Babylon GP at Hand views all complaints, concerns and compliments as valuable feedback. It helps us learn from your experiences and make improvements to the services we provide.
Compliments are as important to Babylon as complaints. We appreciate and value your positive feedback. There’s a lot we can learn from it. And your compliments are always shared with the team member who provided your care.
How do I make a complaint?
If you are able to, raise your issue at the time, as we would like to address any problems as quickly and informally as possible.
If you are not happy or able to do this, please contact our Support Team on 0330 808 2217 and ask to speak to a Team Lead who will try to resolve the issue and offer you further advice on the complaints procedure
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days, so that we can get a clear picture of the circumstances surrounding the complaint.
You can complain or give feedback via:
- Email: firstname.lastname@example.org (please include ‘Complaint’ in the subject line);
- Telephone: You may also make your complaint via telephone, calling 0330 808 2217 and speaking with one of our Operational Leads, letting them know you wish to make a formal complaint.
To help us to investigate your complaint, please provide as much information as possible. Include the following:
- Your full name and a valid email or home address (including postcode) for reply;
- Your date of birth;
- A contact phone number in case we need to contact you for additional information;
- A clear description of what you want to complain about and when this happened;
- Any relevant correspondence.
Babylon GP at hand acknowledges all complaints no later than the third working day after the day the complaint is received.
The complaint will be investigated, and you will receive the findings of the investigation. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation. You will usually receive a response within 20 working days. If for any reason, we are unable to write to you with the outcome in 20 working days, we will notify you, explaining the reason for the delay and advise when we anticipate providing you with a response.
What if I am not happy with how you respond to my complaint?
Should you be unhappy with the response you received, please let us know that you are still not reassured and explain why. The person who provided you with a written response will try and resolve any continuing concerns.
If you are still not satisfied with this response, and wish to escalate further, you can request an internal appeal. Your complaint will then enter Stage two of the complaint process. Information on this will be outlined at the end of your initial response. Appeal should normally be made within 20 working days of the date of the written response. You should provide a clear, detailed description of your complaint in writing, explaining why you were not satisfied with the original response, to enable us to make sure we address all your concerns.
Complaining to other authorities
If you feel you cannot raise your complaint with us, you can complain directly to NHS England instead:
Address: NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
If you need support to make a complaint you can contact NHS Complaints Advocacy at VoiceAbility.
Telephone: 0300 330 5454
Textphone: 0786 002 2939
Facsimile: 0330 088 3762
What if you are still unhappy?
If you’re unhappy with the result of your complaint from this practice or NHS England, you can appeal to the Parliamentary and Health Service Ombudsman (PHSO). They investigate complaints about the NHS in England. Requests should be received by the PHSO within 12 months from the date of the incident.
Address: The Health Service Ombudsman for England,
Millbank Tower, Millbank London SW1P 4QP
Telephone: 0345 015 4033
Textphone: 0300 061 4298
Complaining on behalf of someone else
Due to medical confidentiality rules, if you are complaining on behalf of someone else, we need to know that you have the patient’s permission to do so. We’ll need a note from them, unless they’re incapable of providing one due to illness or disability. This consent form will be sent to the patient by our team on receipt of the complaint.
Once a request for patient consent has been sent, they will have 20 working days to provide consent. Otherwise, the matter will be closed.